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Bottom line for most customers is price, not service. IMO.
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I agree for the majority. But there are many willing to pay a premium for service and almost anyone will pay a small amount more if the service is demonstratably better.
We pretty much all have our horror stories of abysmal service from the big name electronics manufacturers and retailers, even after purchasing expensive warrentees. Not to mention 'Service' providers such as phone companies, ISP's etc.
With people working for telephone companies telling you that they are not allowed to call you back if your issue cannot be resolved as it 'may' involve long distance charges, real service is becoming more valued.
Helen