I don't believe every customer should know how good or bad it [Customer Service] is. Quality is rarely mentioned but customer service is a constant mention.
An interesting and, from my perspective, correct viewpoint. A few years ago someone asked me about Cookshack's Customer Service vis-à-vis the PG500. I replied that I didn't know because I didn't have to contact them in 8 years.
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I agree that more attention to build quality is desirable. I think the reason that many RT owners comment on service is because they are not used to similar experience with other companies whose products they have used. It is kind of a pleasant surprise to have the phone answered by a person, who tries to answer your questions or switches you to an expert on the subject (i.e. WIFI). Try calling GE, or Whirlpool, or Traeger, ATT, or other appliance co.s, and the first thing you get is a recorded message, and choices of numbers to choose, then another recording and finally instructions to leave your number for a return call, which may or may not happen.
I have not had to call RT service often, but when I did was promptly served with speed, courtesy and accuracy. I think it is important to know that. Today's machines are more technically advanced with PID, WIFI, and other gadgetry. All of which are more subject to malfunction, even if of good quality initially. So a hx of good service is important to me. Of course build quality should also be reported by consumers. But both are important.