It's nice to hear stories like this where customer service comes through. Too often we only hear about bad experiences.
It may worth expressing your sentiments re: level of service and therefore repeat business in the future to the management there. As least it may help secure the guys job a little more!!
Already done JPC. Not just to try and save the poor sods job. In my view he should have been praised by his manager for taking the initiative and solving the problem to the customer's satisfaction, and I told them as such.
It's one of my pet subjects this customer service business. I'm not directly involved in this aspect of business professionally but it does seem to me that the 'customer is always wrong' (think disclaimers etc.) attitude that pervades all sorts of companies really is negative from all sorts of perspectives.
