I remain perplexed, woodworker.Adding my two cents: just because the company refunded your money does not mean they were wrong and you were right, or that you were entitled to anything. I would have never asked for a refund - I guess that is just me. Sorry that perplexes you.
This has been one of the more strange interactions I've had online. I received a double radiation exposure from one of the highest CT scan procedures available -- each scan's radiation equivalent to 100 full chest x-rays. I should have had one scan, but the *imaging center messed up*, so had to have another (and yes, it was critical to get a clean scan for the medical procedure). If it had been a single chest x-ray and they messed up, ok, not a big deal. But this is 100x the radiation. Not good. The company admitted to the mistake, they apologized, they didn't debate any point that I made (the exact words from the manager were "I can fully understand why you are concerned.")
You can't remove radiation exposure from the body, guys, so the only remedy other than "sorry" is financial. I didn't ask for punitive damages, I didn't threaten a lawsuit, I just said "please refund my out of pocket expense." First level manager said no, second level manager said yes. Money was refunded. Why is this request so wrong, so inappropriate? They made a mistake, I asked them for a refund, they gave me one. They could have denied this all the way up the chain if they wanted.
By everyone's logic above: they could have messed up 20 times, got it right on the 21st time, and I shouldn't be too concerned. What's your cutoff for the number of high-level ionizing radiation doses you would accept before saying "I think you guys messed up, this is not healthy for me, I'm not sure I should pay for this." You should be able to give me a number and explain your reasoning. For me, I was already concerned about having a scan which is the equivalent of 5 years of background radiation (maybe you're not concerned about that -- that's your prerogative). So my answer to my question is "two scans is too many" and the company agreed to a refund.