got a broken HD WO today

a Customer called to find out what's going on with his DELL inspiron, I almos missed the subtle "neec...neec...neec" sound coming from the HD head while trying to read a sectod again and again, most curious thing with this WO is the fact that the HD passed a lot of tests from the manufacturer, even SMART and confidence test, just to fail to pass the read test on 5 percent, this was causing the system to be able to boot in safe mode but never in standard mode. so DELL is sending a new HD with OS preinstalled and preactivated. well, kinda nice service, although we had to stay on the phone for a while to get to the right person.