In an age where indifferent customer service is now the norm, it has been really refreshing to have been dealt with by someone who a) new his stuff and b) cared about doing a good job.
I picked up a lovely Musical Fidelity Tri-Vista 21 DAC on ebay last week, only to find that the co-axial input was faulty - arrgh! Phoned MF - bit abrupt, not keen to chat or give any idea of cost of repair. Spoke to John Sampson (ex-MF service engineer) who diagnosed the problem straight away (it's one of 2 common faults), gave me a clear estimate for the repair and sorted it in 48 hours. He even arranged a drop off/collection point that was local to me, saving me from a 2 hour crawl along the M25.
His opinions on equipment modifications were also very interesting, but that's a thread for another day...