I just had to share my experience with Epson Customer Supoort.
I have been having problems with My Stylus Photo 960 leaving smudges on my prints when using vertain types of paper (matte and the premium luster to be specific) due to the print head touching the paper. I tried everything from cleaning to changing the thickness lever to envelope (which gave me an error BTW when using anything but plain paper).
So I called Epson support to see what they say. After a 1 hour phone call and 2 levels of support, they determined that there has to be something wrong with my printer. Now the warranty period ended 4 months ago and Epson knew this as the support person confirmed it with me. However they told me a Supervisor would call me within 48 hours to see if anything could be done. I figured they would tell me to take it to an authorized service center as it is out of warranty.
Now this is the great service part. They called me first thing the next morning and offered to make a one time warranty extension and fix it for free including shipping to and from Epson due to this being my 3rd Epson printer and 2nd scanner. Pushing my luck, I asked if they have an upgrade program (which they don't), she put me on hold and 2 min's later asked what printer I was interested in? I said the new Photo R800. She put me on hold again and said she will E-mail the paper work within 24 hours.
I received the RMA this morning, including their account number so they can pay for the return shipping. They are giving me 50% of my original purchase price for the 960 plus the tax back and my new R800 will be here Friday.
Now that is the best customer service I have ever dealt with, considering they did not have to do anything because my warranty was expired.
With support like that, they will keep my business for life. 
