It could be so. However it could be that consumers expect more than is reasonable.
For example, the pole issue with brodex. If a part broke they would replace no doubt, but why should they replace poles that MAY have been miss-used.
The consumer expects much more now.
How many threads do we read where the customer is being AWKWARD and the responce is to 'Drop them like a stone', they prob go on Mumsnet and complain about bad service.
Just a little perspective.
