Maybe its not, but thats the way MY business operates ( a fine restaraunt ).
If a customer complains about my filet mignon, I don't blame the cattle farmer, the cow, or GOD himself, I comp the meal and give free drinks and dessert. This is why my restaraunt is successful, we take care of our customers. Fairness means everyone is happy. I'm not asking for anything outrageous, just a resolution. I will post once bikesdirect replies to my email.