When I bought the new fig for Baylor, I also picked up for myself the blister pack set of Elrond's sons, Elladan and Elrohir. Unfortunately, one of Elrohir's swords had been weakened by rattling around in the package, which I couldn't tell from looking at it ... so almost immediately after I assembled and basecoated the fig, *snap!*
Grumble, grumble. -.-
So I called them today to ask about maybe sending him in for a replacement, expecting to be either told "no" (since the figure was assembled and primed already) or to have to fill out a form, send it in and wait for them to get back to me.
Neither of which was the case. The customer service rep on the phone cheerfully took my name and address and said they'd mail the figure right out to me. Just like that! :)
So ... yeah. They're pricey. But they've got good customer service! Well done, GW. :)