Hey bro, I know what you are saying here, and I guess this comes from an experience of dealing with this kind of dicks so much so often. I have been there. We all have been there. You know you are right but the seller of what ever product do not want to admit or do not want to provide a solution.
Now man, this is a very short sight way of doing business, and I do not know if you have ordered or not from me, but this is not who I am, not who we would become.
I understand the value of repeated business and the value of relationship and the feeling of local/loyal customer.
I am not saying I will not watch the video a couple of times, but I am also not saying that I will honour what needs to be honour without questions asked.
We have made many mistakes from day one here, this is normal, I am learning and you guys are learning to work with me and my timings and commitments, but all of those mistakes have been fixed to the standard that would leave the client satisfied and happy, because that is my commitment.
Even in the case you are trying to create, I be totally honest with you. I would give the product free to customer, giving more than the normal option of include it on your next order, whether is a reship at no cost right away, a refund or a store credit (I am sure every one who has had troubles with me at some capacity can confirm this)
But if I believe and I have reasons to believe what is being claim is fake, I would not be a dick about it man, I would give the options to keep client happy, but I would move on from that relationship, as it does not serve a purpose with my business and do not align with my values.
Business at the end of the day is a transactional thing, but more importantly it's about relationships and people.
I hope you understand where my point is going, I am not creating rules to be a dick or to be making it as if I am protecting only the customer
Of course I am protecting my business and I will always be, if feeds my family, but there are different ways of protecting this, one is being a dick, the other one is providing an extremely above the top service, that no matter what happened clients will want to return and grow together with me.
I hope you see my difference in philosophy and that I am not your typical vendor. I mean business bro