A couple of weeks ago I dropped my Orvis Battenkill large arbour reel and broke the handle off (the spindle the handle was mounted on snapped). I rang Orvis who immediately said put in the post and we will repair, however I explained that I was going off on a weeks fishing trip a couple of days later and would be able to repair myself if I could get the parts.
I was transferred to a very helpful guy who ascertained which reel I had, took my address and assured me he would put the parts in the post. The spare handle, spindle, screws, and washer where delivered next day by first class post. I wasn't asked at any time where I had bought the reel, was I the original owner (I was) or any other details, and there was no charge whatsoever not even postage.
Guess where my money will go when I'm next buying new tackle.