Earlier quoted context omitted.
Indeed, and I think that's what the author was saying too. One example: Craftsman Hand Tools. They have a lifetime guarantee, so provided you don't lose them, you're done buying screwdrivers and wrenches for life. True story. I walked into Sears with a broken socket wrench. Sears guy: "Wow. What happened to that ?" Me: "Well, I had a bolt that really didn't want to come loose, so I had a six foot cheater bar and I wa…
I've had that same conversation on 3 different occasions, each with ludicrously mis-used tools broken entirely through my foolishness. All replaced for free with a smile. Let me guess - you live in the US. Good luck getting the same result in Europe ;)
In case I wasn't clear, all the abovementioned conversations happened at Sears department store, the sole distributor of Craftsman hand tools. They have an explicit policy of replacing any broken tool, regardless of how you broke it.
So if you rock up with the snapped-off handle of one of those tiny little flathead screwdrivers (complete with a little clip so that you can keep it in your shirt pocket), and a story about how you were trying to pry off a rusted-on cylinder head using it and a large hammer, they'll replace it.
(as I have personally verified)
And yeah, you're right about the European version of customer service (at least the English variant). Since moving here, I've never once come across a merchant who was familiar with the concept of "the customer is always right". Rather, "It's my shop, so by definition I'm right. And why are there so many customers in here, anyway? I think I'll start closing at 5:30 so I don't have to deal with them."