Maybe having a physical store that lowers the barrier for making warranty claims, especially “shaky” ones, isn’t a profit maker.
Cost to fix a shaky piece of kit: $100
Future sale made because someone is happy with your service: $1,000
While I like to blame this sort of myopic thinking on SV, it seems like an entire generation, or two, has forgotten that if you make someone happy today, you've made a customer for life.
This was car sales 101 in the 1950's and 60's.