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Actually I have found you are more likely to get good service from a small company than a large one. Big companies tend to just factor in a % of customers they can afford to lose and then balance that against the cost of service to get the best price performance.
Small companies that are trying to grow need every possible customer as well as goodwill to increase their customer base. Not all small companies are like this, but successful ones usually are.
Take for example Waterfield Bags in San Fransisco. A small custom laptop bag shop. I put in an overseas order with them maybe once a year. Each order has been great. Product shipped quickly, email response to questions is frighteningly fast. I once placed a suggestion in the comment field of one of my orders and I got a separate response almost immediately. And a hand written thank you note in every order from the owner.
They do impressive volume, and must have a tiny staff, but they value each one of their customers.
Good customer service is an option for any company. But so is staying in business.
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