I own a small retail ( see Mom and pop) hobby store where I sell R/C airplanes. If I don't make the customer happy, It's MY ASS! I cannot afford to take the corporate " Screw you, I already have your money" attitude. I can get away with it once, but word spreads quick in small circles. My reputation and sales will suffer. It's easy for a big company to stand by the hard and fast "company policy" but a little humanity goes a long way.