I have had my Amazon Kindle for about 18 months (6 months out of warranty), and a few weeks ago it started behaving strangely, in that whenever it went onto standby, it would crash.
So, I started a live chat with Amazon support on their website to see if we could resolve it. The short version of what happened is that they are replacing it with a brand new (not refurbished) 3G Kindle, at a total cost to me of $85, bearing in mind that my Kindle is 6 months out of warranty, and that the total cost of the order (include shipping and tax), is $210. They had no obligation whatsoever to offer me a $125 discount on a replacement unit.
The customer service staff were friendly, supportive and helpful. My new Kindle arrives next week.
Imagine if every company offered such great service.
What service do you offer?