The initial phone call was answered by a real person without delay. A competitor had just kept me waiting for ages after the customary 'press this for that' routine. When I asked for additional information to support a planning application I was first asked whether I would like to cancel the order pending approval and then drawings were created specially because the manufacturer had not included anything suitable in their brochure. Fulfilment of the order was then passed to the manufacturer. The building arrived with a section damaged during transportation. When this was reported to the manufacturer a new section was made and shipped to site in less than a week. So in summary, though things did not go perfectly, the corrective action was prompt and effective.