A little off topic but still related to Flash video. I'm using a Plantronics headset for my audio/video chats over FMS and Skype. The headset is at least 3 years old and the ear pads are now wearing thin, so much that every time I put the headset on I end up with black particles around my ears :-)
I looked around the Plantronics website but could not find any replacement ear pads. In fact I didn't even expect to find them as the headset I own wasn't even showing on their site anymore but was replaced by a newer model. I didn't hold out much hope when I submitted a help request through their (admittedly slightly complicated) help system. To my surprise I received a reply less than 30 minutes later asking me for my postal address. I submitted that to them and less than another 30 minutes later I was sent a confirmation that a new set of ear pads was being sent out to me free of charge that same day.
Plantronics are setting a prime example of a great customer service ecperience. Needless to say I am very pleased and will definitely buy my next headset from Plantronics again (however the current one is still going strong after 3 years). I also use their little desktop switch to toggle between speakers and headset, which ranks amongst the best $20 (10GBP) I have ever spent.
I know we're often quick to criticize companies for bad service so I figured a positive mention for a company that 'gets it' is just as valid. Do you have any examples of great customer service? Post them in the comments.