I hate it when my pieces come "Damaged", especially regarding the minifigure's face print. I've had a batman that looked like they got the the print from paint, (really pixel-y) a Legolas figure who's eye is slightly smudged and there-of looks like he's got a huge eye-bogey problem, and a Thorin figure who's beard started wearing away after only about a month of ownership.
I've only ever contacted them once after ALL the bley cheese slopes from the Riddles for the Ring set cracked . ALL of them.
Lego was very nice and polite about it and sent me an entire set free of charge, though I would have been okay with just the cheese. I felt guilty for getting a new set since it was only the slopes, but I haven't called them before or since so that lessens the guilt significantly.