That's the funny thing about mistakes - a well-handled mistake often makes a better impression than if things had gone right in the first place - it may cost the company more on that one transaction but a good reputation and the trust of your customer base is priceless. And of course a poorly handled mistake makes you avoid that company like the plague. I wish more people in customer service positions would remember that. I'm very forgiving of a well handled mistake, but not at all forgiving if I get "attitude".

I have dealt with them and have never, never, never been unhappy!

Ditto that!