I recently purchased a hard case for my Sony PDA (PEG-TJ37) from a small company called Innopocket. It was pretty rugged looking and I was satisfied with it, till the small piece of metal holding the hinge together slipped out after some use. A bit disappointed, I was ready to buy another one, but before I did so, I sent a gripe email to Innopocket. Imagine my pleasant surprise, when I get an email back from Ben Ngai at Innopocket, with just one line in it- "Ok, I will send out a replacement case to you.."
And I got it today.
That's it. Nothing about warranty periods, how did it break, or the usual crap you get from bigger companies. Sony "support" is a case in point. I had a problem with the wireless card of my Sony laptop, and I was bounced around by one clueless service rep after another, made five phone calls to Sony support, and the problem was still not fixed. A couple even told me to buy a Sony brand wireless router fix the problem! There was no talk about sending a replacement wireless card, and all their system was designed for was to figure out if I qualified for the warranty, and if so, how they could wiggle out of it. Mind you, Sony makes good products, and if not for that, I'd never buy another Sony product.
Innopocket? I'll buy anything from them again. Anytime.