I’ve had a bit of a mixed experience with ShowZ replacement parts service, mostly positive though. I think communication is really important, agree that email confirmation of the customers request submission with ref number is important. Also maybe monthly progress updates, I have had some requests go on for months with no communication from ShowZ. I also think it would be really helpful if once you obtain a replacement part you email the customer with pictures to check it is the right item, before shipping. Just saves a lot of time and frustration, recently I had an outstanding request for replacement part for months and eventually received something but it was the wrong part. I also feel like sometimes as the customer you have to really push to get the replacement part rather than some token points being given in its place. These items are expensive and when they arrive broken or with missing parts it can be frustrating for the customer and without the replacement part the figures are often a useless and a waste of money. Sometimes points work (I.e. if the part cannot be sourced) but generally I would assume the customer wants the broken/missing part replaced as priority. cheers!