Athearn, one of the older manufacturers of model railroad items, is well represented in my collection of locomotives and freight cars. Recently, I purchased one of their beautiful models of a GP40-2 decorated for Conrail, and was disappointed to find that the details on the model, while prototypical for 1977, did not match the description, which matched my mid-1990's era.
This view of 3293, from the Athearn website, is how I thought the 3312 would be detailed, based on its description on the Athearn website. My 3312 came with different trucks and a different plow, requiring about $25 in parts to correct. I contacted Athearn and while they would not give me a credit to match the cost of the parts to 'upgrade' the model, they did offer to send me a new freight car of equivalent price that fits my era.
It is a small gesture, yes, but I would argue that this is excellent customer service. In a world that is quick to judge, I offer this story so that we can all appreciate that there are still companies out there that are here to help!