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It's nice to see customer service at its best, and its something the Ken is justifiable proud of, but I also see where he's coming from with the wording of some praise that he gets, even though its well intentioned.
He's not alone in dealing with people expecting full exchange for a product failure that has nothing to do with manufacturer fault. I deal with the mobile phone fleet for a corporation and am often dealing with users that have dropped/run over their phones and expect the damage to be covered by warranty. I just put on my best smile and ask them if they would expect a car dealership to provide a brand new car to replace the month old one that they wrapped around a tree ! They then understand that 'user inflicted' damage is vastly different from manufacturer failure !
Keep up the good customer service Ken, but don't let the few problem customers abuse your good nature