Quoted from GLSP3022:When you sell a product with a huge profit margin...yes..you must provide great customer service.
No, you SHOULD but you don't necessarily HAVE to. There are plenty of horror stories on the luxury brand vehicle (look, I'm using a cargument!!!) boards of terrible customer service and those products (Jaguar, Land Rover, Audi, MB, BMW, etc.) are definitely sold at huge profit margins. People still buy them.