> I never was pressured to update my review, never asked to return the original unit, never solicited to buy more stuff. They seemed to have a genuine desire to make sure their customers are being served well, and that is the kind of thing that will make me a customer for life.
This is great, and behavious we should encourage. But lets not pretend this isn't a carefully manage strategy.
A company doesn't care about you. It cares about messages like this.
It's a carefully managed strategy to ... make their customers happy?
If a company acts in a great way (e.g. replacing slightly dodgy equipment) whenever a customer lets them know they have an issue that's great for the customer, regardless of whatever internal reasoning the company may have for acting in that way.
This is great, and behavious we should encourage. But lets not pretend this isn't a carefully manage strategy.
A company doesn't care about you. It cares about messages like this.