IMHO it's all how you approach the company. If you call them and explain an issue, you stand a pretty good chance of them being fair and doing the right thing. If you get unreasonable or aggressive, they will have a tendency to dig their heels in. That's human nature. There have been some times when I've ended up talking to someone who was obviously either having a bad day or I just wasn't connecting with them on some level, so instead of going off on them, I'd just wait a few minutes, call back and hope that I got a different rep on the phone. I've had a lot of success with that. The golden rule goes a long way when you're working with someone in customer service.