Glad your experience with them was good, Dave.
I have only had to deal with T/C customer service one time (about 10 years ago), and it was a very good experience for me as well.
I think the policy about not shipping a warranty part right out may be a S&W thing. I know they did for me ten years ago.
Or, like SharpShooter said, they have probably had too many illegitimate claims from people wanting free parts over the years. That would force any company to change its policies, imo.