As far as "The customer is always right" there was an interesting article from the Associated Press on this back on July 5 that addressed how many US retailers are now doing detailed analysis on the cost of these policies because often times the cost is greater than any future purchases or goodwill that satisfying the customters will earn them.
You can find the article in the internet doing a google search on the above quote. Interesting reading while you are waiting for your ship.
ms Zuiderdam - May 2006
Carnival Mardi Gras - July 1991
RCCL Viking Serenade - November 1994
Carnival Pride - September 2004