I will hand it to Apple and Amazon. I've had a few lost packages with Amazon and in every case it was a no questions asked exchange or return, like I'm pissed that the package got lost but it's hard to stay mad when Amazon responds that way.
Not sure how Genius Bar support has evolved but I remember my little brother got an original iPad when it came out. Well kid took it to school, and someone kicked his backpack with the iPad inside and the screen got smashed. We took it to Apple and I remember the rep saying something along the lines of "we understand this was your fault, but we'll replace it anyways". Apple clearly is thinking about the long game, the price to replace an iPad pales in comparison to what that customer will spend on your products if you treat them right.
Not sure how Genius Bar support has evolved but I remember my little brother got an original iPad when it came out. Well kid took it to school, and someone kicked his backpack with the iPad inside and the screen got smashed. We took it to Apple and I remember the rep saying something along the lines of "we understand this was your fault, but we'll replace it anyways". Apple clearly is thinking about the long game, the price to replace an iPad pales in comparison to what that customer will spend on your products if you treat them right.