if they know business and customer service at all, and it sounds like they do, then they understand that if they piss one person off, then that one person then tells all their friends, who then tell all their friends, it's a vicious cycle,
however, if they fix your prblem, then you'll tell everyone that they were very helpfull and did everythign in their power to fix your problems, therefor they're get MORE business, and make more money, simple business ethics, really
