Thrifty really blew it here. Out of the blue, I get this email containing some good news.

And then shortly after that comes this bummerific communique.

The customer-pleasing standard seems to be to stand behind mistakes that benefit the customer because of the disappointment (or worse) than results when you take back something you offered. While I was unlikely to ever claim the windfall from the first email, the crappy feeling the second email left me with is something that will stick around.