The ultimate goal of any quality program: customer satisfaction. Great quality is definitely a part of this. I have an experience from years ago that I will share. We bought a very nice car (new) and from the first day it had a very small oil leak. We took it back numerous times and they could never fix it. This particular brand of car has a great reputation and yet to this day I will not buy another car made by them even though I know our case was the exception. This particular maker produces quality cars. Does anyone have an experience with unacceptable quality that they would like to share?
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