Indeed. I've worked in customer service for a computer company (*cough*Gateway*cough*, who doesn't want you to know it, but quite predictably outsources all of their customer service and tech. support) and we practically had policies preventing us from being this nice to customers. Since I frequently also had to deal with customer service from a number of other companies I've rarely found anyone who even comes close to this level. Of course, they're a small, consumer-focused company operating in a small portion (enthusiast, online-only) of the market so they have the ability to do things this way.