Last year, I purchased a set of Sylvania Silver Star bulbs for our car. Last week, one of them went out, still within the 12 month warranty. Luckily, I still had my receipt(though they said they would take the failed bulb back via mail) and they told me to scan and e-mail the receipt and they would send out a replacement. I did this. Their e-mails were personalized and FAST, less than a 1 day turnaround. Today, I got a package from Sylvania. It had not one, but TWO replacement bulbs in it(a $ 40 value). This was an unexpected and most welcome surprise. I was only expecting to replace the new bulb I bought, but they sent me two. No charge for shipping or anything. THIS is customer service people! :)