I had a call too from customer service. My bags were delayed and the service company delta contracts with did not follow instructions to leave them on my covered front porch. They instead left them, in the rain, on the driveway next to my house. A signed book was ruined that I had borrowed from a work colleague, clothes were wet and my suit was wet as well. I got them in the morning before anything turned musty or moldy. I got a nice call saying they would talk to the delivery company they work for and apologized.

I can't return the book in the shape that it is in to my colleague. Just saying sorry, would not be enough. I feel I need to fix it. So, I ordered a new copy and have plans to wrote to the co-authors to see if they would replicate their original message to my colleague. I'll send a self addressed envelope and hope for the best. I am of the mindset that saying sorry is really the LEAST I can do.