Quoted from snaroff:
It's all about setting a precedent...which is why companies use NDA's. In today's social media world, manufacturers don't want to be on the hook for a range of aesthetic issues. If this were a mechanical issue that resulted in the game being unplayable, I'm sure they would take care of the situation. These aesthetic issues are very hard to quantify. I had a large gash in the SIM hole on my DILE after 50 plays. Cliffy hid the damage. Some folks in this situation would want a new, populated PF (which I think would be unreasonable). I "settled" the issue with JJP in a way that was fair to both parties. Not everyone is reasonable (and that's why companies worry about precedent and have customers sign NDA's).
I agree...I had a problem with an aesthetic issue with a JJP game that was clearly their issue. It took a lot of back and forth, but we finally agreed on a solution that was fair to both parties.