We upgraded a computer originally purchased from Gaddy's store, but we didn't know, and nether did Paul's service techs, that we would also need a special card reader for 32GB SD cards which we use for our video work.
Turn out, on retrospect, we didn't know enough to ask about it, and the techs didn't think to ask about it, so we were both a bit unfamiliar with the issue. It's one of those things that seems to fall into that gap between what the customer knows to ask and what the tech knows to ask about the use of the computer.
Paul installed the new card reader on site for the price of the card reader only... no charge for installation. That solved the problem.
No one can know it all, and we ALL make mistakes, oversights, omissions, goofs. The difference here is that, when something falls through the cracks with Paul's company, they fix it right up. Fewer and fewer companies now days have effective failure recovery protocols. Theirs is about as good as it gets.