Clearly, the intelligence they use to create and build such wonderful products lives and breathes in their customer service department as well.
The fact is that a kid disobeyed his dad and lost his toy. Another fact is that the dad told the kid to “email” the company and ask for another one for free. IMO This is not a heartwarming story about a generous company with a smart PR staff...it is a frightening story about a set of values being passed on to the next generation.