Rating: 5 / 5
WM products are a 5+
WM the company does not sell direct, only through dealers, ergo end-user contacts would not be expected. Their printed catalogues do list their address and FAX and telephone numbers (or you can get it by Goggling them); their website only gives their address. To me, it's no big deal.
I called WM to inquire about possible custom options. They were very polite and responsive, but I was informed that the only customizing they offer is over fill, and that must be arranged by the selling dealer. I was even given the owner's email address should I want to inquire further.
I took my WM Hooded Aspen (now called the Sycamore)to a local dealer to buy a second one for my wife so we could zip them together. We discovered that
the zippers across the bottom of the bag had changed sizes in the 10 years since I bought mine, and the two sizes were incompatible. The dealer called WM and they offered to immediately sew up a new Sycamore with the old size zipper for no charge.
Now that's customer service for you!