How does customer support/service figure into how you see a service/product?

How does customer support/service figure into how you see a service/product?

I was reading a post over at The Digital Reader today which came down heavily on Barnes and Noble’s support response to a few of the writer’s issues with their products and services.

I personally have never dealt much with Barnes and Noble’s remote customer support. My experience with Barnes and Noble has been limited to the retail stores and the agents therein. As usual, the merit of each agent’s response to my requests has always been evaluated on the basis of the individual encounters and not on the overall experience of a Barnes and Noble retail store.

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