Having been in the customer service industry for several years, I learned that the customer is always right. Yes, even if you know the customer is dead wrong. It's important to satisfy the customer because if you don't, "word of mouth" advertising can be a very powerful vehicle.

I'm sure that out of the hundreds of steering systems that Calmini has sold, there have been some that have left the factory with a defect. In those cases, the product should be replaced or refunded - no questions asked.

I have the utmost respect for Jeff and his knowledge of wheeling and modding the X. I know Jeff was not trying to pick a fight - he wants to be treated fairly, just as any other customer would want. He should either be reimbursed for the defected product or sent a replacement.

It's not rocket science here, kids. Simple logic:
IF the product is defected
THEN replace it with a new one
ELSE reimburse the customer.