With all the threads that point out the worst in companies and their customer service when a product breaks I'd like to give recognition to Park Tool Co. I purchased their IB-3 multi-tool, or rescue tool as they call it, last year to keep in my seat bag. Its is well designed, handy tool, the single I-beam construction makes things pretty compact and rigid. I took it out to check the bag's contents and my spare tube's condition last week and found that one of the nyloc nuts on an end screw had come off and the tools on that end were scattered. Some had worked out of the bag at a small hole (wear and vibration of the bag on the seat clamp, since fixed,) and were long gone.
I used the contact on their website to send a note that their tool had a problem with one ends nyloc nut loosening and that they might want to look into this. I got a courteous response the next morning from Marc, he said they were aware of this problem and I should send a pic in a reply email to him for confirmation of the malfunction. Park is sending a replacement IB-3, with a better nut and screw, free of charge. No questions or excuses about anything, just an apology and new tool.
Its nice to have good, courteous service from a large company when they have a defective product get out in the sales stream.