Ask HN: What companies have blown you away with their customer support?

I've only had very good experiences interacting with Chase.

I was most surprised by Australia Post, after reporting a weird login issue during the start of Covid when everything was going to shit. It was took a couple of weeks before they got to it, but I received a couple of phone calls from the same person who genuinely wanted to help, who worked internally to identify and resolve with their tech teams.

Worst by far has been Nintendo Australia. Switch spontaneously stopped charging after being plugged in for a couple of hours. Retailer sent it to Nintendo who diagnosed internal damage to the usb port (caused by their official charger..), and they would only throw it in the bin for free or I had to pay to get the broken switch back or pay more for a refurbish. Then they lied about their complaints email and gave me their direct address. Then sent me a non functional switch back which I had the retailer replace on the spot with a brand new one (under Aus law this should have been the original solution, but my spouse had to drop it off and wasn't aware of consumer rights).

Microsoft, I have a wireless sculpt keyboard + mouse. The mouse scroll wheel stopped working 2 years in. I called MS support and they sent me a full replacement (keyboard + mouse) at no cost.

Chic-filla - made an online group order for about $60, they forgot to include an item of <$10 value. Called and they gave a refund for the full order.

I have no idea if this is still the case but Mark Monitor a DNS registrar had highly responsive support and people that knew all the limitations, requirements and regulatory issues around all of the ccTLD's which is trickier than one might think until they try to register their domains on every ccTLD. They saved me a lot of time. I migrated multiple companies to Mark Monitor and never regretted it.

Another one that I have no idea of their current status but had incredible support was Checkpoint. They would quickly escalate weird TCP/IP bugs in their firewall to people that actually knew how their firewall handled each and every part of the IP stack. One time they unwittingly helped me argue with a customer about some simple aspects of TCP/IP. The customer a self proclaimed CCIE hung up in embarrassment and anger and Checkpoint apologized to me and I said, "No no, you were perfect, Thankyou!"

Less about another company and more about former coworkers, ages ago I worked along side some network engineers that would go out of their way to troubleshoot network issues on the customers devices for them even though they had their own network engineers and they would figure it out every time. They were former UUNet folks. If you have former UUNet engineers, keep 'em happy.

Another group I had really good interactions with was the part of IBM that still supported Sequent NumaQ / Dynix PTX. IBM is expensive but that group was worth it, trying to keep those old beasts alive. One of the independent contractors that supported those systems was also very pleasant to work with. Always friendly and always willing to go out of their way to help. One of IBM's engineers that wrote the bonding code in Linux also went out of his way to help me with a weird bug.

One that is long gone but was incredible was Sun Microsystems. My customers would tickle some of the strangest kernel bugs. I could send Sun core dumps and they would send me a new kernel package the same day. I also experienced that once with Redhat but that was a lucky one-off because a kernel developer replied to me email directly for a funny NetApp CIFS mixed mode bug in RHEL4. He was out bicycling with his kids and took the time to help me.

Eight Sleep - my topper leaked and damaged my mattress, I was not happy to say the least. I filled out an online form, got a response in minutes via email and after confirming my details they organized a replacement of both free of charge despite being out of warranty.