Interesting read. I'd like to offer my perspective as a Quality Control professional and a member of the American Society for Quality.
Quality has many characteristics From a layman's perspective, it could mean good workmanship, durable, features, aesthetics, good value, and customer service. It could also mean customer loyalty and customer satisfaction, as defined by Joseph Juran, who is considered the father of Quality. Since Kenn2018 was not satisfied for the reasons he stated, it falls under the definition of "poor quality". According to Juran, it is the customer that defines what quality is.
Hey Luke, thanks for adding your insight into quality control, always good to have a professional's perspective. So if quality in this sense is defined by each individual's personal preferences, resulting in an indefinite range of "good quality" vs. "poor quality" for the very same product, what else is a company to do other than to sell their product and take it back from those who are not pleased with it? To me, this would define the quality of customer support (rather than of the product) and has been done in this case.