First off.... you're still alive?
Second, I'd almost +1 Jordan's post. I'd expect to be made whole for the fkup. If all the chips finally fell and that were not the case, I'd be letting people know just exactly who they were dealing with. While I think the suggestion of 20% off a replacement is outstanding customer service, and invaluable PR, it is certainly not required.
I'd like to think that the person who told you about the 10% off just failed to communicate that the'd comp you the difference between what you ordered and what you got on the previous order.
Post-sale service is not the place to save money....
