I have heard from a friend of mine in a industrial production business that they know full well they’ll never please everyone so they don’t try. TO the point they have complaint rejection policy, that works a bit like this. Say you sell 5000 units of something in the first month of intro. You get 150 unfavorable reviews but more importantly you get 90 actual product returns from the stores. Taking them back from customers, etc.
Of that 90, you might ignore 30 of them. Of the remaining 60 there will be a review of the complaints and if there isn’t complaint of actual hard defect it gets ignored too. Something like the switch is too soft, or things like that are often ignored too. He tried to explain the math and it was going to require paper to work though. at any rate their process was created with a psychologist or something. Since that conversation I’ve looked at how I complain about things I buy carefully. If they do that I assume other companies of size do something similar.
Anywho I’m glad this case worked out.