The same way that Sony fans defend their consoles and they both tend to bash each other's console. Personally, if someone said that the PS3 broke down each and every time, I would also point out that that hasn't happened with mine at all.
So I can see people doing the same for the 360. The fact that they applaud MS' customer service is a bit of a reach for me though. If you have a lot of faulty hardware because of a known malfunction, you don't have a choice if you're MS. It's not because of some fan service, it's because of a "here, we are fast and give you some freebies, now forget we ever had to take back our console because it broke down". All nice and peachy that they give you free stuff and all, but all in all, your console broke down.. THAT is what is important, not the tissue for the bleeding one is given.











