Funny, I was just about to write in regarding my terrific customer service from Nokia USA. I got a bad power adapter and they answered the phone on like the third ring, understood me and were understandable, and sent me a new power adapter in less than a week (must have sent it the instant they got the one I sent in).

My experience with customer service is that it goes catastrophically wrong when you hit them with a problem they haven't seen much. Ripping out part of your email address probably didn't fit into any predefined category. My bad power adapter probably set in motion one of their most frequent response mechanisms.