I'm not used to receiving decent customer service any more, particularly from big companies.

Recently, I had a pair of Gore-tex lined hiking shoes leak badly on a long backpacking trip, leaving me with soaked socks and wet feet.

When I got back, I sent an e-mail to the folks at Gore. They had me return the shoes. This morning, I got a call from their customer service guy. He confirmed that the shoes leaked, and offered to replace them. The exact model is not made any more, so they are replacing them with the newer, upgraded model. Not only that, they are sending me two pair of shoes. This is because I have different size feet, and buy two pair of shoes, one to feet each foot. Even though I only returned one shoe of each size to them, they are buying me two new pair. There is no "handling fee" no shipping fee. Nothing. They're just sending me two pair of new shoes.

I'm somewhat amazed that they are taking care of me in this manner. I've had enough bad experiences with so-called guarantees and lousy customer service that I'd come to not really expect much from big companies.
Thumbs up for the folks at Gore.