My OH works in IT. A few jobs ago he had a director who played a bad round of golf, put his clubs in the boot of the car and slammed it shut. He later removed the golf clubs from his boot and the laptop that was under it. In slamming the boot closed he had managed to smash the mains plug through the screen leaving not just a crack but a physical hole all the way through the screen.
OH was tasked with getting this repaired so phoned manufacturer (lets call them Zell) for a price on the replacement parts. Zell representative on the phone refused to help with prices until OH checked the settings in the BIOS and updated the Firmware. OH informed Zell that was impossible as the external screens would not turn on until past the BIOS and that it was ‘very unlikely’ that either of these ‘great suggestions’ would be able to actually repair a hole through the screen and lid of the laptop. Zell were adamant that it would and stuck to their guns. Eventually a Zell senior saw OH’s point of view and agreed that replacement parts were required.