It is, without a doubt, good to hear some positives. You're more likely to hear negative stories compared to ones that went well. People don't complain, nor celebrate when things go right. Honestly, that is expected. So when things go wrong, people ***** and complain.
It's for this reason why I giggle a bit inside when I see people swear off brands because of a bad experience or seeing a lot of bad experiences on the web. With these large vendors, for the most part, I'd say 95% of any customer service interaction is handled appropriately. Now, they may not be solved to the delight of the user (i.e...someone tries to return a motherboard and there is a gouge in a trace/cap missing/physical damage - user error).
Some do get the shaft, that is real (if I told you the story of my brand spanking new Nissan Sentra SER Spec V and a 1.5-year fiasco, you'd wonder why I would ever consider Nissan again, lol) but for the most part, things go well. What's heartening is the above and beyond like things they didn't have to do...
... for example, Thermaltake. I own that big arse P5 case. Twice now the USB ports have crapped out on me (over ~5 years, they are used A LOT). I asked where I could buy the replacement and they shipped it out to me at no cost two times. Same with the included (or ordered?) riser card for the GPU. That crapped out on me... emailed them and they sent another. This was more recent and well out of warranty while the others were out of warranty, but closer.
