Fair enough. Just don't pay over the odds for ease of service. In many cases once the mortgage is in place borrowers have little or no dealings with the lender other than to make monthly repayments (usually by direct debit). Better to get the best deal that will minimise your long term (interest) costs over the lifetime of the loan in my opinion.
Of course they're easy to deal with. After all if you're not the cheapest you have to be nice to people. But, eimear, you'll be paying over the odds every month for thr next 25 years (or whatever) for that smiley face. Or, more likely, eventually you'll get fed up being ripped off every month and you'll switch to another lender. So you'll end up paying two sets of transactions costs for the same product.
The quicker people realise that mortgages are a commodity, the more real competition will be injected into the market.