My wife and I recently had a negative customer service experience with Whirlpool.  Our 2 1/2 year dishwasher is broken and the cost to repair would be as much as the unit itself.  The warranty on the unit was only 1 year and Whirlpool is hiding behind that.  Our consumer expectations, and I assume most people would agree, is that an appliance should last 10-15 years.  Our previous unit was 20 years old and was still working but just not cleaning as well as the newer units do.  Whirlpools policy may be the one year warranty, but as a business you need to decide to take care of your customers and make things right.  Policy and procedures are in place for a reason and the customer may not always be right, but you always need to do right for your customers.  Remember that as you operate your businesses.