"...2, 3 or 10 years from now we can’t get inundated with millions of dollars of refunds and more importantly we don’t carry some $10 million liability on books forever..."

I understand that policy like this is meant to avoid piling up charges, but I think the company should be focusing more on making it so that customers do not want a refund rather than minimizing the costs associated with processing refunds.

I'm thinking this is one of those companies that use deceptive marketing to get as many customers as possible and then makes money based on the number of customers who DON'T become wise enough to the deception to avoid losing money to the company for bad service.