Brian X. Chen for the New York times on why customer service is critical to the overall customer experience when buying a new product or paying for a service.
Product reviews are broken. They are great at telling you about the speed of a computer or the brightness of a screen. But theres a big gaping hole in evaluations of most products, from phones to computers to televisions.
The product evaluations neglect to mention the quality of a companys customer service, which becomes the most important factor of all when problems or questions related to the product come up.
I learned this lesson from a bizarre experience with a Samsung oven that I bought last year.