ME: Help! My pedal broke!
SHIMANO REP: Are you a merchant or OEM?
ME: Nope. Civilian.
REP: No problem. Fill out the form from our website, send the pedals to us, and we'll take care of it.
ME: The web site says not to send you anything unless I'm authorized by a phone rep. Do I need a special code or something?
REP: You are hereby authorized, dude. Don't stress. Fill out the form, send in your busted pedals, and we'll take it from there.
ME: Awesome. Will do. Thanks!