Anyone can make mistakes. The only bad when due to an error of problems arise from other people. Members of your terminals - real people, and they, too, are fallible. You should not go out of yourself and the more rude if your customer service is appealing to you with a similar problem. Remember that anti-advertising is often more effective than advertising. Since such incidents do not happen so rarely, it was drawn up for itself an appropriate sequence of actions that will fulfill themselves, and would bring to the attention of someone who made a mistake. Your actions should be aimed at, to really help the person. You can send your service provider, you can run yourself. You decide in each individual case, and depending on the nature of your work.