QFD requires end-to-end including customer support

A major hotel chain had a computer problem that prevented attaching a user profile to a reservation. This is important for the customer to earn reward points. When I called the customer service department, as instructed in the website error message, the agent told me her computer could not attach the files and I would need to call the web support office. From a QFD perspective, product and service development must assure quality end-to-end including design, implementation, support, life-cycle use (repair, spares, maintenance, disposal), etc.