Personally, (and I'm not just talking about knives here), I purchase products that I've had good experience with, and those that have a customer service that treats me well.
If I get bad customer service, then I go out of my way never to buy from that business/manufacturer/retailer again. Period.
A good example is Sears' Craftsman products; if you break the item, Sears replaces it, no questions asked. Several times, I've walked into Sears with a broken Craftsman product, and I walked out with a new one. NO HASSLES at all! That keeps me coming back. I can't ask for any more than that. If it's broken, they make it right, and they do it immediately.
I suspect I'm not the only one whose decision to stay with a company based on their customer service practices.
Sniper -- One Shot, One Kill Email: ST8PEN01@aol.com