Customer service is of utmost importance.  There are three basic considerations when purchasing a product or a service.  First is price, next would be performance; will it answer all my needs, and finally is service; will I be taken care of on follow up contact when needed.  All of this translates into cost vs price.  Price is what you pay, cost being what it will eventually cost you to realize the full benefits you desire.  Good customer service will reduce the cost by giving full service with initial visit and continuing to do so when followup service is required.