Lego has some of the best customer service of any company I've ever dealt with. A year or two ago our new puppy got ahold of one of my Lego Architecture sets (Frank Lloyd Wright's "Fallingwater", IIRC) and chewed up a large chunk of it. I ordered replacement parts through Lego's part replacement program, and noted in the order that the parts had been puppy-chewed and were not missing from the manufacturer, and I asked how much the replacement parts would cost.
A few days later I got a (non-form-letter) email from a Lego rep, telling me they were sorry that my model had been damaged, and that they hoped the puppy suffered no ill effects from chewing on the bricks (she didn't swallow any, just chewed on them), and that they were sending my replacement parts out at no charge.
It wasn't a huge order. If I'd have paid for it it probably wouldn't have been $10 for the bricks and shipping. But the nice email and a token no-charge replacement order, and I'm a customer for life. I'll say with confidence that Lego is at the top of my list when it comes to buying gifts for kids in my family, and they've more than made up that $10 since then, probably dozens of times over.
