I ordered a buffing extension and two 2 1/2" faceplates from Don Pencil back when I ordered my lathe. The package arrived soon, but instead of the two faceplates I ordered, there was only one. I sent Don an e-mail, and mentioned that since he was shipping the second faceplate to me, I'd like to also order one of his center finders, and to let me know how much to PayPal to him. He promptly responded, telling me to do nothing...it would be taken care of.
A couple weeks or so later, I'd still not received the missing faceplate, so I sent him a polite nudge. No response. Another week or so later, I did the same thing, and got the same thing back. Nothing. Another week later, same thing again. By now, I'm getting a bit concerned. Not so much for the $20 faceplate, but I'm hoping Don's alright. He's always been good to deal with, and it was unlike him to drop off the face of the earth.
Finally, about a week ago I sent another nudge, and sent it not only to his personal address, but his general sales e-mail address. This time, I did get a response from him, saying lots of goodies were shipping today, and a tracking number was included.
Friday, this arrived at my door:
That's two full retail 2 1/2" faceplates, two "blem" 2 1/2" faceplates, and another blem 3 1/2". Plus the center marker and a stick each of tripoli and white diamond compounds. All this because an earlier order was short one faceplate.
I still don't know what caused the holdup, or indeed if Don is alright (and I do hope he is), but I consider this to be way above and beyond what was necessary to make me happy. He's definitely still on my "will do business again" list.