Rating: 5 / 5
First, I'll say that usually before you call Customer Service of an equipment manufacturer it means something has gone wrong. This wasn't true for me at all- I contacted them for advice on which center bar to use with their "Contact" crampons and a variety of footwear. Within minutes of sending an email I received a reply from Adam Smart in the climbing equipment/mail order department. He offered some brief advice and suggested I call to discuss the issue more- providing his direct phone number. After talking with Adam, he referred me to Elmo in the warranty department regarding a question on the pole to my Megalight shelter. Both Adam and Elmo were very helpful with experience-based advice and suggestions.
After ordering a set of center bars for the crampons I received them very quickly. Unfortunately the package was mislabeled and the wrong bars were included. Again, within minutes of sending an email to Adam he replied with his apologies, stated that the correct bars would be sent, and told me to keep the others for spares.
Although the first shipment included an incorrectly labeled product, I don't fault customer service for the error and give them a resounding 5 out of 5.