Retailers everywhere have a vested interest in making sure that their customers are happy.
There are many ways to please a customer. Deliver products on time, as promised, in good working order and give the customer full access to company personnel who can answer questions and provide help in choosing products or fixing problems. In Mr. Khattab's case , replacing a faulty Hard Drive without any trouble and too much expense on the part of the customer is a good way to do it. The costs associated with providing good customer service can be measured in wages, time and facilities and should be considered as the cost of doing business. In many ways we are still trying to figure out how to do this in the most effective and efficient manner.