You’ve just received a complaint from your best customer that her set of 50 new sensors is overheating and she wants her money back or a significant reduction in the cost. you showed her email to your boss who remarked, "well, that’s not covered under the service-agreement, and she’s beyond 90 days for returns. we can’t be responsible for customers who abuse the products without regard for proper use as stated clearly in the manual." how would you best characterize this situation?