A while back I accidentally broke the bail arm of my Thunnus 4000 (the piece that the wire goes into) - Anyhow I decided to get the thing fixed after 2 years - went on line filled in the repair form & sent the reel off to Shimano (Monday) Aust post express bag .
Early Wednesday morning I receive a call from the service guy ... who tells me that they do not have the part (painted metallic blue) but can replace it with another part but it would be black. (no big deal) ...... told them to go ahead .

Friday morning the reel arrives - Invoice total $0.00

What a refreshing experience

Hats off to them ..... they didn't even charge me delivery

Chris