Going the Exxtra Mile. And then some...

I recently ordered a product from Hirsch online. It turns out that the page I ordered from was outdated and they did not actually have stock of the product. However, instead of sending me a glib mail about how they are sorry, and how would I like my money paid back?, they acquired stock of a similar player, and then offered me a good deal on the device to boot. Then, on the morning of pick-up, I cannot access my inbox to retrieve the quote number. Downtime for maintenance... So, the situation now became one of them helping me prove I am who I say I am. Which, understandably, caused some raised eyebrows, but was ultimately, and speedily, handled with aplomb by their manager. What struck me about this entire process is that they were willing to suffer a loss to give an semi-anonymous person performing a online transaction the benefit of a good deal to smooth over the slight faux pass of having a site up that notes a product \In Stock"while it is not. And then going to More trouble to help a slightly scatterbrained customer to do what really was the responsibility of said customer. To me"