30 years ago I bought a A-2 flight jacket from L.L. Bean. It is my favorite jacket, ALMOST makes me welcome cold weather. Last spring I e-mailed Bean that the liner of the coat was torn, could they fix it with a new one. They said sure, send it to us and here is the price. I printed out the reply, then as it got warmer I forgot to send the jacket.
What I had forgotten in my e-mail to them was the zipper also started to come apart on the bottom of. As it got colder I said, crap I forgot to send the jacket. I asked them to please fix the zipper and send me a bill for the repair as I had pre-paid the liner repair.
I got the jacket back today after only 2 weeks. New liner, and a whole new zipper, not the a bit of sewing I thought would fix it. There was NO extra charge for replacing the zipper. I called Bean and said I was under charged. I was told the repair shop thought I should have a replacement for free.
I know this sound like a add for L.L. Bean, but I have no financial interest in the company. People on DK rightly call out companies misdeeds. I think once in a while a good company should get some credit.
Now about my new rock crusher company.....