It's a carefully managed strategy to ... make their customers happy? If a company acts in a great way (e.g. replacing slightly dodgy equipment) whenever a cust

It's a carefully managed strategy to ... make their customers happy? If a company acts in a great way (e.g. replacing slightly dodgy equipment) whenever a customer lets them know they have an issue that's great for the customer, regardless of whatever internal reasoning the company may have for acting in that way.