Let me preface this by saying thanks to the people at Saris Cycling Group, my bike rack is 100% operational for a mere fraction of the cost of a new rack.

Without a doubt, Saris is the single best company I have ever dealt with.  Their customer service reps are extremely friendly, very knowledgeable, and above all else, they were helpful. When I called them, I spent zero time on hold, and the person on the other end was a nice American human being.  Given the industry I work in, I have come to cherish the times when I get to talk to an actual human, and having that person being American is a major victory. 

Now thanks to my own stupidity, the first time around I ordered the wrong piece.  This was no fault of theirs, as I just simply made a mistake in which part I needed.  When I realized that I ordered the wrong part later that day, I called them up again just to find they had already shipped me out the other part. Due to the fact that this was part replacement due to a crash, they felt they didn't have to charge me for the "correct" part, and instead shipped me out the correct part for free.   So I ended up getting two pieces for the price of one.  The part I actually paid for wasn't "damaged" but it was marked up in the accident, so its a win-win situation.

To me the fact that they offered to ship me parts for free for something that was entirely my fault (in ordering the wrong part) and in no way a warranty issue (Due to the accident) is amazing.  Even more amazing is the fact that the parts arrived a day later, as they overnighted me the parts at no charge. So I've gone from busted and nasty rack to shinny and new in no time.

This whole experience has just solidified my feelings about Saris.  The company builds its' products in the USA, they have the worlds best customer service department, and their products are second to none.  What more can you ask for?

So just remember, if you ever need a bike rack, defiantly go with Saris, you can't go wrong with them.