My experience in recent years of customer service when dealing with product defects has been, at best, mediocre. The last memorable experience was in 2009 but I recently had cause to be delighted by another organisation, this time it was Kitchen Craft.
I phoned Kitchen Craft to ask if I could buy a small part for one of their products since it had come loose in the dishwasher and "disappeared". I was told that they had no items in stock at present but that they would send me the part when they had deliveries at the end of the month. So far, so good.
Two days later a package arrived with a part! Now it turned out to be the wrong part but I could see how my description had misled them as to the problem. I'm beginning to be pleased with them and when I phone them to explain that the part is not the one I wanted they reiterated that they would send me the part at the end of the month. A few weeks pass and I get a parcel delivery, it turns out to be a complete replacement product and a letter telling me that enclosed is the "replacement part"!
No fuss, no drama, just good customer service. You can be sure that I will look for their products in future.