Interesting piece from Brian X. Chen for the NYT:
Product reviews are broken. They are great at telling you about
the speed of a computer or the brightness of a screen. But there’s
a big gaping hole in evaluations of most products, from phones to
computers to televisions. The product evaluations neglect to
mention the quality of a company’s customer service, which becomes
the most important factor of all when problems or questions
related to the product come up.
I learned this lesson from a bizarre experience with a Samsung
oven that I bought last year.