My refrigerator started leaking water all over the floor. So, I called to have someone come out and fix it. When he got here, he explained the design flaw that was causing the problem and indicated he could fix it, but it would happen again at some point. And the cost of the repair was pretty high. So, I asked him if he was really telling me it is time for a new fridge. He said yes.
Having people in your business that will give customers the full picture to make an informed decision is critically important. Those front line folks tell customers a lot about how you run the business, who you hire, how you incentivize them, and the values and behaviors you expect. What are your people telling your customers?