All it takes to make 100% of the customers happy at low cost is to give the other 5% special consideration when they aren't happy with the quality control that

All it takes to make 100% of the customers happy at low cost is to give the other 5% special consideration when they aren't happy with the quality control that satisfies the other 95%. Or to put it another way: The cost to Apple's reputation of an angry blog post about ghosting problems on their flagship notebook is considerable. On the other hand, the cost of simply swapping this fellows machine out would have been negligible.