This reminds me of a company I do a ton of business with for my hobby (I'm an avid recreational road cyclist). The Topeak company makes a frame mounted pump that I like a lot...except that it keeps breaking, alarmingly frequently. Topeak's customer service is exemplary: I call them up, they send me a new replacement pump at no charge, no questions asked
...and then that pump breaks.
Lather Rinse Repeat
I think I have paid for a total of three new pumps over the years (bought to keep on three different bicycles) but I have "owned" more than a dozen due to all the generous in- or out-of-warranty replacements they've sent me. So while I love their customer service, it does start to become a bit of a nuisance when you think about the limited lifespan of the product.
It makes me wonder: If a company's service model is based around replacing shoddy products with equally shoddy products (rather than building a robust product in the first place) how many more customers do they need who never have a problem and never require replacements for it to be a profitable business?
