Perhaps, but I think GP has a good first step: gave even the most rudimentary of ways to speak with someone (livechat, helpdesk, whatever) Otherwise, we are j

Perhaps, but I think GP has a good first step: gave even the most rudimentary of ways to speak with someone (livechat, helpdesk, whatever) Otherwise, we are just guessing. Some will give them the benefit of the doubt. Some will assume the worst. The truth is simply somewhere in between. The opposite of the LL Bean anecdote is a company that gave a lifetime warranty and made a name for itself in the nautical outerwear industry. People bought in part because of the warranty. After a few years they started having to make good on the warranty- not because of fraud, but because out wear doesn't last forever.