Yes, your warranty had expired, but a far-sighted business takes care of its customers because they realize it’s much cheaper to keep an existing customer than to try to find a new one. (Hopefully, you did point out to them that you’ve been a big-time repeat customer.) That’s provided, of course, that the customer isn’t abusing the warranty policy – but it doesn’t sound like you are.
Many businesses these days seem to think the warranty’s purpose is to protect them rather than the customer. They see it as the MOST they’re willing to do in order to satisfy a customer, and they hide behind it. Instead, it should be seen as the LEAST they are REQUIRED to do; a starting point – not the ending point – for good customer relations.
It’s more than likely that the loss of your future business, plus the bad publicity generated by your post, will cost the vendor a lot more money than it would have cost to accommodate you just this once.
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Today's Featured Article - Talk of the Town: Winterizing Engines - To Drain or Not to Drain? - by Russ Berry. What is this strange attraction I have to equipment and machinery? How did I get this way? I came from the suburbs and own a small horse farm in rural Loudoun County, Virginia. You can call me a "weekend farmer." The local farmers do. Does it bother me? No. I am just happy to have their friendship. At least the word "farmer" is in my title. But what is the attraction? How can I explain the sensation and exhilaration I feel when I turn the key and hear the engine come to life (most
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