Sorry to be off-topic a bit, but I had a similar experience with Zebco (yeah, I know, you shouldn't shoot fish with a handgun) customer service this week.

I had loosened the friction knob on my baitcasting reel too far and it fell off, bounced off the deck of the boat and then into 15 feet of Lake Gaston, NC water. Needless to say, I was bummed, but they said, "No problem!" and are mailing me a replacement, no charge.