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I totally disagree Phigs, and suggest you step out of your perfect little world. It’s a big world out there and nobody or no company is perfect. Mistakes happen and I commend Deb for rectifying this situation. Saving face? No. Correcting a mistake? Yes. And for that I give Deb a “dat a girl”. 
OOPs, prolly a typo in here somewhere. 
1. he called CS, they told him they would send the part out free of charge.
2. they forget to send it (like you said mistakes happen)
3. he calls back to remind them, they then tell him they will not send it for free, they “don’t do that anymore”
4. customer is probably a little upset, but nothing happens.
5. customer writes up his story on a public forum for everyone to see.
6. suddenly CS is willing to send him the part….
they had no intentions of sending him the part for free, like they told him they would. otherwise, when he called back the second time, they would have corrected it.
they simply do not like their reputation being drug through the mud, and since he posted on a public forum, they acted like “mr nice guy” and took care of him.
that is the absolute definition of saving face.
I know of a large waterfowl marine company that does this all of the time. their customer service is HORRIBLE, but if you get on the net and start telling everyone what is going on, they always seem to “change their minds” on helping you out.
I’m not saying that HB service is terrible as a whole, or that this is the norm for them. all i’m saying, is that in this ONE instance, they blew off the customer, and the only reason they backtracked, is because he posted up on an internet forum, and that is bad business for them.
