I've talked to old-time IBM service engineers and IBM would do just about anything to keep a customer's computer running. An engineer could call his boss and say that a customer needed a very expensive replacement core memory, and IBM would send someone on the next flight to deliver it. If the customer was in the middle of nowhere, someone would drive out with a part and the engineer would drive to meet them halfway. There's a reason people say that nobody ever got fired for buying IBM.