My one experience with Ruger CS was also an excellent one. Grips on my Ruger Mark III broke (Plastic around the screw disintegrated, not sure if I overtightened it or if it was just bad). Called them up, talked with a wonderful lady and got a new pair of grips in the mail a few days later. They did request the old ones to be sent in, but they sent an envelope for that as well.
No money out of my pocket, CS was a pleasure to talk with, everything was made right in an extremely timely fashion. They could write the manual on how to do CS in my opinion.