i would run a shop in very much the same way. more than anything its first being a helpful, knowledgeable shop that is taking care of its customers, and then covering their own a$$ so that there is no doubt or gray area when it comes to the customer thinking the shop is doing every thing in its ability to satisfy them. the reality is some people do not run a business in that fashion, and also your never going to be able to please some people. which is where my last point you quoted in bold is from. but it takes two complete transactions and customers play a role in situations like this. putting all the blame on z1 just is not entirely fair, imho.
