And here comes another.
I posted a while back about Derails helping me out with a problem with a Bachmann pannier. They bounced it back to Bachmann under guarantee and in due course back home it came - running if anything slightly worse than when it went! "Send it back", says Saul so I did, and today he's emailed offering me the choice of store credit or full refund.
All I can say is that the last 30 years of my working life were spent running small businesses which were entirely dependant upon first class customer service, and I still have high expectations from firms I spend my money with. Very rarely are those expectations met nowadays, but they have been whenever I've dealt with Derails - and in fact they've usually been exceeded.