It seems to me that most people get upset too fast, it is compounded by the fact that the customer service is not there to see the problem, this is what we in the retail industry call the guessing game. We have to first be polite, calm down the customer and find out the situation, from there we have ways of finding out if the claim is legitimate or not, but in most cases it's best if we just exchange the product to make the customer happy. The one thing we do forget is that these customer service people have a lot of rude calls all day long, the first thing I do is ask them how they are doing, if they say "good" your home free but if you hear them pause and ask "how can I help you", tell them " that bad, huh?!". Usually they will laugh or soften up a little and give you a better chance at helping you. As far as the loctite issue, that is kind of a bum wrap but they tried like crazy to get you some, next time just get it from an auto parts store, you'll get more for your money and it's direct from loctite corp.
Thanks for the replies ,[:-]
Ray