There are plenty of post here without any sort of malice, (imho).
I have to agree that most customers are as clueless as dirt when it comes to their forklifts, (after all, ain't that why they hire "experts").

I would also have to agree that I have seen customers that had the very best level of service, and decide that they were going to change service companies, just because they didn't know how good they had it.

I have often noted that a service tech can steal far more with an ink pen than crowbar.

Now, as far as "were the defects resolved". I would not instantly blame the tech for that one, there are often times the company's procedures are the cause of repeat problems, and even the best tech sometimes can not stop operators from driving a cushion tire truck, with no side-shift, on rough asphalt, and wearing out the steer tires in 500 hours, or keep the product from being spilled on the electronics (or was noted in another thread here, keep the salt or blood from gumming up the works.