It's a risky job for them. To recover this amount they have few hundred thousands dollar worth of coins will be at stake. Depending on their setting it could be very complicated because I am sure in their cold wallet not one person is holding the keys. But again for a person, $10k is a very good amount of money. And considering this, I hope Kraken will take the risk and help the user to recover his fund.
There are exchanges that will recover funds, maybe not necessarily straight away or for free, but recover they will. A bigger exchange should have the resources to account for occasional asset recoveries, and if they don't - they could charge the user for their mistakes, just not 100%
