[kranner]

+1 for O'Reilly Customer Service: when they released The Cathedral and The Bazaar (or was it Free as in Freedom?, can't say for sure), I wrote to them saying that it was funny that a book on free software wasn't itself free to read.

They shipped me a free copy and a Python T-shirt (to India). I was in my teens: life-long fan since.

[gonzo]

CATB isn't about Freedom, it's about the business model of Open Source

[zackattack]

I bet that a lot of startups don't engage in that kind of customer service since it's uncertain whether they'll even be in business in five years.