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OK, this needs to be put in perspective as there appears to be problems both with the shop and the owner.
The shop did not do what I would call a complete customer information session; when we get such a request, the first thing we want to make sure is that the customer knows what retrofit kits are available, and the relative advantages of each. Second, when installed, we put the exact model bearing that was used and its unique serial number on the invoice. We also never let one out the door without the door jamb sticker with the serial number. So I would say that the shop did not do everything they should have.
At the same time, however, it does not appear clear that the owner specifically asked for the single row Pro bearing. If he did, and the shop did not have the Faultless Tool, they would have had to say no to the job, or refer him elsewhere.
Blaming the outcome on LN seems mildly ridiculous.
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“Anything really new is invented only in one’s youth. Later, one becomes more experienced, more famous – and more stupid.” - Albert Einstein
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