sorry, just trying to give some opinion,

at the first place, storm88 or his staff should invite TS to the shop to check about the claim first, and make sure let the buyer know that the purpose to check is to verify the problem and advice further action. Like what storm88 did on his post with picture in this thread, it's a good move except it should be done earlier after the complain and should be done 1 to 1.

My 2 cent as a business person (not pc stuff).

Business with interest of people will make you rich & success than business with interest of money (only).