I think the problem is less of what they did / didn't do , its more a fact of the society we live in these days , where crappy customer service is the norm and what we expect , and we become over cynical when some company does something good , we look for the motive behind it , roll back the clock 30 years , this kind of customer service , would be what one expected from a company , i feel for our future , when close enough is good enough , and if its broke toss it in the bin