To rebut his claim though you'd need a survey asking people how many times they've had faulty components/hardware. Not how good they feel about the supplier.
Not really - basic psych says that a person who needed repairs and had them done in an emotionally pleasing way will be happier about the supplier than a person who didn't need repairs and so didn't care.
But rationally it's quite clear that it is better to not need repairs (=waste time) in the first place.
It's the same as in many jobs - saving the day in a disaster will get more praise than preventing a disaster from happening; but, of course, prevention is far more valuable.
Ah good point. Although I would agree that it's better to not need the repairs in the first place. Either way, Apple has clearly been doing a good job satisfying their customers.
