I don't disagree with you at all man, that is excellent above and beyond customer service. I've experienced this kinda thing myself with a few companies (Suhr, primarily) and it always feels good. My point is that something like this is exactly what you just said - excellent customer service - and not a requirement/expectation that every single company should be held to. Would it be nice of Mesa to have taken this dude's amp and fixed it for free? Absolutely. But that wasn't the question posed, the question was whether he was wrong to think that Mesa should cover the fix for this situation...and the answer to that is yes, because every company has policies and they're made known and in place for a reason. A company deserves protection just the same as the customer does. As to the previous idea of them kissing off this customer for good...he's buying a used amp of theirs from 8 years ago (no offense to the amp as TAs are nice, and no offense to the OP as I'm sure he's nice as well!). Given the fact that he's also sweating a $150ish repair (of an issue he knew about in advance) hard enough to start a thread about it here voicing his disappointment in the company...I doubt he's going to be picking up anything new from them in the near future. Yeah, that's a great hypothetical situation to talk about, precisely because it very easily CAN become a complicated thing. What hypothetically happens next in that situation is the customer goes after Mesa online for having him pay shipping, go through the hassle of sending the amp back, and then Mesa refusing to service the amp. That can get really fun really quick and you'll see a 50 page TGP thread in no time . Companies have policies in place for a reason...to prevent complicated headache-inducing situations. Companies have an obligation to the original owner who paid them the money, that's it. Anything beyond that is outstanding customer service, and yes I agree John is a perfect example of someone who chooses to go above and beyond for every single customer. But my point is, again, that this is "exceptional" and not a standard that every company should be expected to uphold for every person who owns one of their products regardless of how many degrees of separation there are.