I had a pleasant interaction with Atlas' customer service the other day.
I have a brand new 2022 version of an N scale Dash 8-40CW with a bum truck. I stripped and cleaned at least 3 times, but could not prevent the gears from locking up randomly.
I couldn't find any spare parts online anywhere, so I called their CS dept in New Jersey. I explained my dilemma. The guy offered to service it under warranty with a 5-6 week turnaround.
I said I'd rather just buy a replacement truck than wait on warranty. He said those locos were so new they hadn't got any spare parts yet, but he might be able to assemble a truck for me with parts salvaged from warranty work, but he would have to look around to see what he had. He took my name and number.
About an hour later, my phone rings, and it's him. He has 2 complete trucks, assembled, that he could sell me. For $7.50 each.
I was impressed by his follow through, and very happy with the price! I will gladly pay $15 to avoid shipping off my loco for a 6 week long repair.
I am now an Atlas customer for life!