The real kicker to this line of argument is "When you call BigCo at 3 AM, you will get someone who listens attentively to your problem but cannot do anything to

The real kicker to this line of argument is "When you call BigCo at 3 AM, you will get someone who listens attentively to your problem but cannot do anything to help you. When you call at 3 PM, you will get... an interchangeable replacement for that person. If you prioritize getting the problem fixed versus someone picking up the phone, pick us: we work defined hours but all of your requests will be handled by the person who build the system and can actually help you rather than just opening a ticket and sympathizing that nothing has been done about it." (Hat tip to Jason Cohen for this line of argument.)