Defects

Preventing, finding and fixing defects is necessary to deliver a (reasonably) defect free product. There is an optimum cost (when cost of quality is at its minimum) for (reasonably) defect free products and services, and it depends on the right combination of prevention, detection and correction.
Reasonable for the specific customer needs, that is.

Customers accept these premises on any engineering project except for systems and software ... I guess we are not good at explaining why it is good to test, why it is in the best interest of our customer to test, why validation is necessary even if we have verification in place.

Finding and fixing defects at a cost that is smaller than preventing them is good business, adds value and must be done.

Using our customers resources to find and fix defects that could have been prevented (at a reasonable cost) is wrong, does not add value and must be eliminated.

Fungus

Afterservice

Customer service means two different things.

One. When I offer a service and charge for it.
Two. When I deliver a product that does not work and promise to make it up to you with free fixes and repairs.

Customer service (two) has been dead for a long time.
Deader still, if it is paid in advance. "Musica pagada toca mal son" (Musicians paid in advance play bad music).

Smart people use the Cost of Quality model described by Crosby, Juran, Gryna and others. They know that it costs more to deliver a low quality (or incomplete) product, than to invest in solid processes and training, and deliver high quality on time within budget.

But this model is a well kept secret and only smart people use it. A small group, as we all know.

Fungus