Kuat customer service is awesome. I got a whole new rear wheel strap/holder assembly for free when mine broke, no questions asked.
It's not just sending out free parts, for me the fact that you can buy replacement parts for all the old racks at reasonable prices is enough for me to recommend Kuat to anyone who asks. Great designs and reliability, plus they look really nice too.Customer service is such a big thing for me too these days. It'll keep me as a customer as long as they keep up the good reputation!