replace under warranty ?

[Agile]

There, it was quite simple after all and the customer is happy and you are relieved!

 

[ChrisR]

Just part of what has to be covered in a quote on every job.
This clearly wasn't your fault, but did the customer expect to pay for the work? Wouldn't mind betting there was a phrase like,

"Do I owe you anything?" !

 

[JPC]

yes..that was the phrase.

all part of the service madam, i replied, with a wide smile. (and relieve)

 

[Softus]

There, it was quite simple after all and the customer is happy and you are relieved!

Agile, you seem to be in a more than averagely pompous and overbearing state of mind on this topic.

You give the impression of one who thinks that there's only one way to approach the problem of warranty, and whether or not to charge, whereas the reality is that every job has to be weighed up against the cost of doing it and the risk of not doing it. JDC made the point perfectly when he mooted the question of whether or not one should be a businessman first and a plumber second.

IMHO the business comes first, on the grounds that you can't be a plumber unless you have a sustainable profit. Reputation comes as much as from being profitable and not being taken for a ride as it does from good quality work and a good "bedside manner".