I see your point, and in the past would have agreed. I have always been a "The Hard Product is Everything" kind of guy. But the service I have received recently has made me a believer in the power of exceptional customer service. I was on a ORD-SFO flight in F. Originally was supposed to be a 737-800 with power and WiFi and DirecTV. Substituted for a 757-200 with no power, no WiFi, no personal entertainment. I told the FA how disappointed I was with the equipment. She agreed, saying she cannot wait until they fly more updated aircraft, but then said "But with the service we will provide you, you will forget about all of that, I promise" with a big smile. And she was right. The service was exceptional. I went from planning to write a onion letter to UA about the poor aircraft to writing a rose letter to UA about their great flight attendants. One of the nicer flights I have had in years. On a crappy, dirty, no personal entertainment aircraft. Go figure!!!