That is a reasonable analysis. I kinda agree that a computer cannot be treated the same way as a home appliance (well not right now anyways, this made me wonder

That is a reasonable analysis. I kinda agree that a computer cannot be treated the same way as a home appliance (well not right now anyways, this made me wonder how support for some of the smart appliances will pan out in the future). There are exponentially more things that can go wrong, whereas with, e.g. a Washer, there are a reasonably finite number of problems which can be fixed by a mechanic. That being said though, radio silence is NOT the way you treat your customers. If they don't offer support, then simply state that in an email, or better yet, state that explicitly on the website. But if you have a customer support email and don't honor it, it feels pretty scummy IMO.