Correcting a mistake and going all the way.
We went to Toronto granite based on the homestars ratings, we had visited few vendors already. We wanted a specific stone and a specific length. They did not have it and asked us to visit their partners to get the stone that we wanted. After visiting few we decided on the vendor very close to Toronto Granite store. There was a very visible imperfection on the stone and we had asked the vendor to mark it with marker and let the installer know about it. They were to use it only if the imperfection would be cut out otherwise use the backup selection.
Somehow there was a communication gap and they installed the stone with imperfection and the installer told us that in proper lighting it will be ok. But it was not ok, far from it. After calling them a few times, Bob came over and agreed that the installation was botched with respect to the stone and agreed to replace it also agreed that the offending installer would not visit us.
In the end they made us happy and installation worked great.
It took longer and with a bit of stress, they impressed us by taking a loss on the stone and making their customer happy.
This was last year so I don't remember the exact cost, but it was between $3-4K.
I give them 9 because it did not go perfect the first time.