And probably had to pay BIG money to get this "excellent" service.

In some places IBM is still best remembered as the company that made typewriters which came with a service contract that guaranteed they were replaced or repaired within 24 hours. They broke down a lot, but were repaired/replaced even faster. The price of the service oontract was such that you actually paid for a new machine every two years!

Wonderful piece of company PR: how to turn bad quality and expensive servicing into a strong selling point!

At least we don't have that with Open Source!