That's beside the point. If you need to put a new set of strings on your instrument, you go to the store, pick out your strings, bring them home, put them on your instrument, tune them up, and you're good to go in an hour or two(including travel time). Even assuming that the company's response is the most reasonable that can be, nobody wants to wait a week or two to get a new set of replacement strings, or refund or whatever in the mail. And no one certainly wants to spend the money on a second set of brand new strings while they wait or leave their instrument laid up without a full set of strings either.
It is not unreasonable to expect that a company makes a product that manages to survive the first usage or is comparable to similarly priced products from other companies. Sure, it's nice if a string manufacturer responds to customer complaints and problems in a reasonable and timely manner, but really things shouldn't get to that point in the first place anyway.