I wouldn't normally have considered myself a big fan of Sears (as in Sears Roebuck), but I had a great customer service experience with them last weekend that really turned me around.
A few weeks ago, I broke the shaft of my twelve year-old Sears Craftsman shovel. Not knowing quite what to expect, I took it back to the nearby Sears store.
The kid behind the counter told me to just go back and get a new shovel. I did. He gave me a receipt, apologized for making me wait (there was a problem with the register for a bit), and I was done. No questions about when I bought it or how I broke it, and the guy on the floor was empowered to make it better with no forms or managers. Sears simply stood behind their product no questions asked.
I loved the experience and am an evangelist for Sears Craftsman tools now. I wish more companies (including mine!) had this attitude.