About 25 years ago, we purchased a large chest freezer from a local appliance dealership. After a very short time, it quit working. They promptly came and picked it up, repaired it, and brought it back. Before long, it quit working again. They came and picked it up, brought us a new one, and that one is still working just fine.
Five years ago we purchased a dishwasher from the same appliance store. I paid for the extended warranty. We already had to call for a repairman three times, and each time we had to wait weeks for the repairman to have time to come. The store didn't have enough repairmen hired and trained to keep up with the demand for their services.
All of which to say, customer service and customer satisfaction does not seem to be high on that store's priority list. I'm sure they aren't alone.