Here's my Dingwall customer service story:
About 2 weeks after I got my Afterburner, one of the coils on the neck pickup shorted out.
I look up the number and call. No voice mail, no BS; the phone is picked up on the 1st or 2nd ring--"Dingwall Guitars, Sheldon speaking". I'm a little floored to have THE MAN on the phone, so I explain the problem and my observations.
No suspicious questions, no "is it under warranty?". Nope. Shedon says "That sucks! I'm really sorry to hear that!" then he asks for my address and says he'll get a new pickup out to me ASAP.
When THE MAN says A.S.A.P., that translates to later the SAME WEEK, despite the pickup having to go through customs and everything. All at NO CHARGE to me. Plus, because I was living in Iowa at the time and didn't have access to any Dingwall dealers, he threw in a spare set of strings!
That was over 2 years ago. Along with designing and building unparalleled (pun intended) basses, Sheldon's care and fairness has made me a raving and very vocal fan.
I let other people play my basses at every opportunity. I've had several say that they were curious about Dingwalls, but a bit spooked by the fanned frets. After playing my basses, a couple people offered to buy them on the spot. I had to tell them to go find their own, because I will never part with mine.
And of course, I shared my story about the pickup and the great customer service that came of it...