When you have a bad experience with a product or a service, companies may try to make it up by giving you your money back. What sometimes organizations fail to understand is that just returning the monetary investment does not make it good customer service. Because the customer invests not only their money but a more valuable resource - time. So you are only returning half of their investment. When something fails then in addition to returning tangible items, organizations should show empathy to the customer and try to understand at a deeper level the problem which led to the failure.