With my Epson 9600 and 9800 printers I required at least half a dozen service calls, from week one to the end of their life and in each case, my experience was essentially the same, with only minor exceptions when a couple of times I got hold of Epson techs who seemed to be going by the book on our telephone calls, rather than being interested in helping solve a problem. But those were pretty minor irritants.
Without exception, the Decision One people were courteous, prompt and knowledgeable.
And in the one year I've been printing on my Canon 8100 I've had excellent telephone tech support, usually from some guy who sounded like he'd been sitting around bored with nothing to do until I called. My call made his day and he actually got to help someone!
The only time I need a repair guy, he came as promptly as Epson's (it's not Decision One) and did as good a job.
You can't beat the pros...
Thanks for sharing this! We too often hear only the horror stories. I still remember, a number of years ago my mother had the local Sears appliance person out to check the fridge, stove, etc. and after he left she was so impressed she phoned their customer service number. When the woman answered the phone my mother explained that there had been a person out to check all of the appliances, and he was so helpful, friendly and knowledgeable that she was really impressed. This was followed by almost 10 seconds of silence; the woman probably had to pick herself up off the floor.
There's simply no excuse for bad service, and companies that understand this will definitely prosper.