I respectfully disagree IF it's CM's thinking as those numbers would most likely multiply over time - URL's/Forums and word of mouth goes a long way whether in either a positive or negative way.
Bad Customer Service increase would only make more and more people disregard their products. In my view it's not good at all to become complacent and if they do so will eventually come back to bite them. I have two of their cases and I'm saying all this as it applies to any company in same said scenario.
For instance: Read the Corsair and NZXT forums and read how many people purchase their products because in part of their mostly great customer service.
meh....i'm certain they CAN make more money if they had better customer service....but since they are so huge and making so much money to begin with....i don't think it really matters to them...going to the drawing boards and figuring out how to improve customer satisfaction
i totally see where you're coming from...i'm not saying anybody is wrong....but think about how crap cooler master's customer service is...and how long they have been crap....i doubt it's going to change any time soon either...i'm sure they are just going to hum along and keep rolling in the cash money while providing sub par customer service
The only thing keeping them above water is about half of their case lineup that people like, otherwise they would already would have had a fork stuck in them years ago. Still, no excuse for them as a company to potentially mistreat their paying customers. All they need to do is to change their attitude and give more than what the customer wants like the HAF 912 PLUS/ADVANCED models made available on a larger retail scale than just their store and the mercy of their limited stock. I don't blame the customer service and technical departments there as they're stretched quite thin and many times it's the rest that don't follow through.