>You want 100% certainty it won't happen again, but nothing is ever 100%
No, I didn't say that at all. I want a reasonable assurance. Going "oops, nevermind" after a public outcry doesn't give me reasonable assurance. Saying "one of our support staff made an error, and we have decided to improve our training materials so that our support staff will know what an operating system is in the future" would give me reasonable assurance. And I would be totally fine with that, even though I have no way of knowing they actually did change their training. I would gladly give them the benefit of the doubt. The problem is not that I assume they are bad when they are trying to be good, it is that they are offering me no information at all, so I have to assume it would be risky to deal with them.
That wouldn't cut it for me, since I don't feel it is a reasonable mistake for support staff to be making. If you are hiring people to process RMAs, and they don't know what an operating system is, then I obviously can't put any faith in your RMA process. If its just "we hire clueless people and don't care" then all sorts of other legit RMAs can be rejected too. I don't have the time nor inclination to fight with a company over crap like that, so I just stick to ones where I know I don't have to.
It would appear that it was not a mistake. This is precisely why I need to hear a very clear "we messed up and are taking action to prevent it from happening again" rather than just "oops".
No, I didn't say that at all. I want a reasonable assurance. Going "oops, nevermind" after a public outcry doesn't give me reasonable assurance. Saying "one of our support staff made an error, and we have decided to improve our training materials so that our support staff will know what an operating system is in the future" would give me reasonable assurance. And I would be totally fine with that, even though I have no way of knowing they actually did change their training. I would gladly give them the benefit of the doubt. The problem is not that I assume they are bad when they are trying to be good, it is that they are offering me no information at all, so I have to assume it would be risky to deal with them.