Not VW specific but does relate to us...

I bought a Haynes manual for my motorbike and to cut the story short there was a missing step in the process that resulted in bending two exhaust valves. I sent a nasty email to them regarding the missing step (found the correct method on a UK fourm).

Their Editorial Manager emailed me back and not only was apologetic for the incorrect steps (that the manufacturer had told them was correct) but they are revising their manual to be printed with the correct step from now on.

Considering how bad some customer service is I think this rates a very high mention on the awesome scale. Where they could have fobbed me off (cause they're in England) they really exceeded my expectations in customer service.

Just wanted a good experience to be shared.