Complaints are too easy – I like to blog raves as well as rants.
Blurb recently printed the book I did for my parents’ 50th wedding anniversary. A number of books arrived with scratches. I emailed them, they asked for a photo, I emailed a photo back, and they immediately shipped out new copies.
Nielsen Norman Group publishes usability studies, among other things. I ordered a downloadable product from them, not realizing it was only part of a study and not terribly useful on its own. Upon getting and reading through the study – and realizing that it was not what I needed – I emailed customer service. They immediately refunded my money, and asked me to delete the PDF from my computer, which I did.
Simple, fast, helpful.
In both cases: wow and thanks. You exceeded my expectations.