The one problem I had with a surly hub was that I kept having the locknuts shatter on me. I emailed Surly , and they sent me a couple of replacements. When those also cracked and I asked for a replacement hub (since there was nothing else I could attribute the locknut failure to), not only did they send it without needing a receipt, etc., but they sent it to me before I sent back the one being replaced so that I had the least amount of downtime possible.
Someone else (leif-fire-eater, maybe?) posted here about having their bearings improperly adjusted and wrecking the shell, and Surly sending a replacement despite it clearly being user error. Maybe the guy who deals with shops is cranky, but...