Xilo internet,
Had a service outage the other day so used my mobile to raise a service ticket with them.
Had a response in 5mins from them(Matt) and ongoing updates until it was resolved a couple of hours later.
Unlike a lot of the bigger players no having to chase them or being passed around different depts to get the issue resolved.
John Lewis for bizarrely saying to not bother sending back a wrongly ordered item when ordering the correct item. Feels like a £35 win.
Sadly no longer with us. The Bike Chain in Edinburgh. Sent some kids along to get some kit for their Dutch road trip. Mark sorted them out all sorts of free kit. Tried the replacement establishment, yet to get decent service from them in any of their shops.
For a bike related one I'm going to have to say Turner. Sheared a bolt on my Sultan last week, it needed a full rebuild kit anyway so emailed them. They sorted me out a kit at a third less than rrp, in the meantime Scienceofficer off here sorted me out a spare so I took the cheapest $7 delivery option. It turned up in 5 days which included a weekend. Postage label showed it cost over $13. I know 6 bucks isn't much in the big scheme of things but nevertheless awesome CS. When you look at the shitstorm over on the Evil thread it makes me glad I've been on Turners for nearly 20 years. The worst I can say about them is occasionally slow at replying to emails, everything else has been brilliant.
Jungle/Santa Cruz. Cracked lower link on my Blur was replaced FoC in short order with no hassle whatsoever.
Thule, after losing a bracket for my roof rack and only having two days before a trip, they sent me the parts free of charge without any fuss, so I could enjoy my trip.
Excellent service, now own their own roof boxes, bike racks and bars, so good customer service does pay 😉
Legal and general life assurance, just brilliant when it really mattered. Far quicker simpler than I ever expected. We were fully informed at every step.
And another for Ao.com
Brabantia.
Had a kitchen bin for ages, the lid broke. I'd lost the receipt. Phoned them up to buy a new lid. They have a 10year warranty, but with no receipt i was expecting to pay.
The customer service representative asked for a few details as the design had changed over the years.
He said 'That design is over 10 years old, what's your address?' I told him, he said 'Replacement will be with you tomorrow, no charge!'.
Garmin - some rat bag stole my 1000 outside peaslake store. I rang garmin to see if there was any possibility of tracking user if registered on connect. They couldn't but sent me a brand new one! I was gobsmacked!
Mojo / Fox - been using them since 2006, they've never failed to see me right when things have gone wrong.
White Dove Seat in Cardiff, didn't even buy my car from them, but they're great with serving and whatnot.
Apple, they're not perfect, but that's for another thread (or 20) but warranty / after-sales wise they're very good.
Relatively recently, Mojo failed, twice, to replace or even highlight a severely worn IFP value in my shock when it was in for a service.
In spirit if the thread I would say the best service I've received is from M and S insurance when I had to deal with them for a claim.
TH Performance have always been outstanding when dealing with my T5.
Friendly, good prices and actually communicate with you, which is somewhat unusual in a garage in my experience.
Tamed Earth bike shop in Hindhead. Top guys. Text photo updates of my wife's bike build, taking my wheels home to build on a Sunday Eve so I got them quicker, that sort of thing. I'm not even that regular a customer...
Surprisingly few bike-related businesses mentioned so far. I have to call out Merlin Cycles. They are an online company but with real, knowledgeable people that you can speak to and if, like me, you cocked up your order, you can drop them an email and they'll fix it - you're not lost in some automated computer system. They were also super helpful when I bought a bike from them and wanted some components swapped out. All done at no cost other than the difference in price of the components.
Hunt wheels. Those guys are seriously cool. Great product as well.
+1 for AP Valves. Very reasonable flat rate fee for servicing kit, regardless of what needs doing. Sent my Buddy Commando TD jacket for a service and it came back pretty much brand new.
Another diving company I had great service from was Sports Components in Wales. Ordered an Outer Edge drysuit from them (think Northern Diver now deal with this suit however) and although they use off-the-peg sizing they insist on you filling out a measurement form and faxing it to them. 5 minutes after sending the form back I had a phone call as they said my measurements and my weight didn't match up so could I double check. After that they asked me to send a couple of photos of myself for reference so they could be sure I got the right size suit. The day the suit arrived I had another phone call to check the fit was ok and to ask if I needed any adjustments made to it. Great service for a drysuit that was remarkably low priced.
First Direct here too
ooh yeah, another very happy First Direct customer, their website is genuinely awful, but the staff are relentlessly brilliant.