A while back there was a run of CD players with a nearly 100% failure rate, usually just after the warranty expired. The manufacturer took care of their customers who were eager to purchase other units from that manufacturer.

There are multiple elements contributing to customer satisfaction. One manufacturer we stocked had slightly better features or lower prices at each level, but these units started getting into very serious service issues after a few years. Customers were not willing to repair these units and the manufacturer lost that customer permanently. Another manufacturer was slightly more expensive (by only a few percent) and much more reliable. After 20 years the customers were crushed when I recommended replacing a 20 year old inexpensive receiver rather than repairing. But, the customer was more than willing to go with that manufacturer again. Those cheaper units were probably trashed at five years. Needless to say, we dumped that cheaper manufacturer after this trend became obvious.