Last night I was working on assembling the Walthers Single-trick Bridge kit and noticed that one of the bridge sideframes (between the gusset plate and center vertical beam) was broken.
I thought about re-gluing, but also thought it would look better with an unbroken part.
So I went to the website and reported the problem, what kit it was in, and what replacement part I needed.
To my surprise, before noon today they called to let me know it was on it's way and it will probably arrive by next Monday or Tuesday.
Way to go Walthers!
I've had similar issues with other companies who always managed to screw up their customer service. Aside from receiving a kit without a broken piece, I guess this is as good as it gets.
I've also had similar experiences in the past with Lego (missing or broken pieces were replaced promptly by them as well.