It is common that we as consumers consider the handling of complaints and defects as poor quality because that is part of what we are considering when making a purchase decision. We buy product based on the perceived quality, or we buy from a source because of the perceived quality (Macy's vs Kmart).
From the business perspective, this goes managed. It is goes unmanaged because quality is mostly viewed as part of the manufacturing process; it is not part of the sales department or finance departments. Equally, each department is managed separately and is often siloed from the quality department. When products and services reach out to the consumer level, it becomes too cumbersome and obscure to manage. Keep in mind to that the places we buy from are independent of the products we choose. Discuss this briefly with examples.