I had a reverse situation. I ordered a second-hand graphic novel that came with some torn pages and gave the seller three out of five, which I thought was generous - three stars rather as it was not advertised as new, but had been described as being in good condition. Next thing I knew I had an email from the seller giving me a full refund and asking me to retract my feedback, saying I should have contacted them first. I felt a bit bad, but I also felt like they were trying to bribe me to suppress what had happened, so I didn't change my rating. That said, ever since then when I've had a problem with a product, I contact the seller first before giving a rating - most give a complete refund and/or replacement copy.