I'm a big fan of customer service, which is why I'll never ever consider renting from Hertz again after they left me and my ex stranded with only 12 euros and no ID or credit cards for 28 hours after being robbed on a beach in Spain. They didn't even get us another car to sleep in that night.
Sounds like Jonathan Saunders has had a similar experience with Blurb. After reading his story, I'd think long and hard about going with them for my next photo book. When are companies going to realize that this stuff can kill you in the age of web 2.0?