It was sort of that way when I was in the tool business. One of the best companies at the time for me to deal with was Makita. They had/have their headquarters very near me. I use to go to all the woodworking shows when they were still in existence and one time I met up with a rep who also gave me his card. Just for the heck of it, I called him not long afterward. He and I talked at great length about problems, suggestions and many other areas of concern. I got the feeling that what I said at the time actually meant something to him because I got a questionaire from him wanting more details from me. I did actually see some of my suggestions get implemented in their tools. But, My one bitch to this day is that their batteries were outrageously expensive and did not hold a charge. I ended up tossing my Makita drills and batteries. Of course, that was before the lithium batteries came on the market. Now, I buy the cheapest cordless drills I can find. At this point, I'm sold on Black and Decker 20 volt lithium. I bought two of them, extra batteries and also the cordless 5 1/2" saw that uses the same battery. I could tell you another story about their cordless vacuum too but I've already taken up too much of your time.
Ray