Anyone worth there salt in business mangement knows full well that image is nearly as important element of the equation as execution of the tasks themselves. In today's world, it is easier to gain consumer confidence when good image and a quality product and service are delivered in unison.
As a shareholder, I would expect management to have policies to ensure that these goals are met.
Caertainly you felt strong enough to discuss your issue, and yes your experience is certainly meaningful, but as long as the path of customer service is paved to ensure remedy, and theat remedy was made, only then is the execution of the plan succeessful.
To an extent, I think your point and my point are in agreement.