Destructoid writes that a Dead Space II fan who had conversed via Twitter with EA prior to the game’s release was treated to a wonderful treat after her dog wrecked her copy of the game.
Apparently said pooch knocked over Ashley’s XBox during a gaming session and ruined the disc inside. After expressing her sadness about the game’s loss on Twitter, EA contacted Ashley and requested her home address. Soon afterwards, a new copy of the game arrived, signed by the development team at Visceral, along with a quick sketch admonishing the dog.
I think this level of involvement with your fans is what can make the internet a fabulous way to create great customer experiences.