Quick Poker Stars anecdote from the other day. I lost connection to the PS servers during a tournament. My web was fine, but the PS client couldn't connect and I couldn't access the PS website. When I finally reconnected, it looked like other people didn't have the problem, so I chalked it up to something weird between PS and my ISP. I was DCed long enough to put me way behind, and ended up finishing out of the money in the tournament.
I fired off an email to PS to explain the situation. They confirmed that others didn't have the problem and it was down to the ISP, but made an exception to the TOS and refunded me the buyin for the game. And it only took about an hour for them to investigate, refund, and respond to my email. Now that's what I call customer service.