Bests & Worsts Reviews from Amazon

I was originally happy with the sun shade, but after two months the circular piece to the cordless crank kit broke, rendering the retracting feature useless. In accordance with the Coolaroo instructions and website, I first e-mailed their customer service...telling them my order number, date of purchase, etc. and asked what they recommended as a solution. One week went by without a response (yes, I checked my junk folder). Next, I called their "customer service" phone number during business hours only to be sent to voicemail. Instead I called back later that afternoon (still during business hours). I was again forwarded to a voicemail where they said to leave a message and someone would return my call. This time I left a detailed message about the issue and asked them to return my call so I could either get a replacement part or work out another solution. Just as my e-mail was never returned, my phone call was never returned either. After another week of no response and growing aggravation at Coolaroo's blatant disrespect of its customers, I called Amazon for their recommendation. Amazon customer service was extremely helpful and sent me a replacement (entire new sun shade) the very next day at no extra cost. Amazon retained a loyal customer and earned my respect. Based on this experience, however, I have no confidence that Coolaroo will change their pattern of poor customer service.