[wmf]

To me, "service" encompasses the entire experience of dealing with the company. A company that makes mistakes and fixes them quickly shouldn't be considered better than a company that doesn't make mistakes in the first place.

[maxxxxx]

"A company that makes mistakes and fixes them quickly shouldn't be considered better than a company that doesn't make mistakes in the first place."

If the mistake is their normal way of doing business they should be rated as bad.

[gowld]

If the overall cost, including cost of returns and bad goods, is lower than the cost of buying higher-guaranteed stuff elsewhere, it's a net win.