That is a great example of how poor customer service can cost a company money.
But why did your man do such a lousy job? You didn't say.

It appears your guy was doing what he thought you wanted him to do, but he wasn't -- not at all. Why not?

Why didn't he say, "We broke it, we'll take care of it" rather than dropping it back on the customer to do all the work? Anything that starts with the aggrieved customer getting his own estimate probably won't end well for you, cost-wise.

CS attitudes and approaches come from somewhere, and that somewhere is "The Top".