A few months ago, there was a story posted in Slashdot about how to hack Kryptonite bike locks. Apparently someone discovered a very easy method to pick the tubular cylinders on them. For 30 years, the Kryptonite has been the gold standard of bike locks, so this was a Big Deal.
I went to their web site and put in the serial number of my lock. They then sent me a prepaid UPS shipping label to send it back to them. My lock was 10 years old. Most companies balk at standing behind any product that old. I thought they might send me a coupon for $2 off a new lock or something like that. But today, exactly two weeks later, I got a new lock in the mail. I’m sure that this whole replacement campaign must be costing the company a fair bit of money, but it’s really refreshing to see them pony up and stand behind their products. They did the Right Thing.