Very few companies that I know of have this policy. Typically they are companies similar to one I work for as a software developer. Our company is a solution provider and integrator for other businesses. Our customers then have people like you and me as their customers. As a human buying from one of our customers - I get the Turbine customer treatment. It is only when the problem is severe enough for our customer to bother us that the "We will solve this problem" policy take effect. Our involvement does not provide any relief for the specific humans that are upset. It is a systemic change to eliminate the occurrence of the problem going forward.
Originally Posted by TaSwavo4God
The only exception on customer relief is when we agree to replace end customer hardware like a cell phone. Or the send it in at our expense and we will fix it and mail it back at no charge. The humans never see our involvement. It all handled by our customer. Companies like Verizon, Comcast ...
Unless stated otherwise, all content in this post is My Personal Opinion.