I work in customer service industry as well and I know common scenarios. I've had my fair share of customers who wants freebie upgrades and I know it would not be fair.
All I wanted is a RMA so I can return the machine for fix. I've...
You'd be surprised.
I had problems with Ikea of Long Island. After making several trips and phone calls, nothing was being resolved and I finally had it and wrote BBB.
Ikea FedEx'd me parts I needed to fix my furnitures within days.