I don't think it's about support. I think it's about respect and honesty. The collective mentality at many companies (web or not) relays things such as "oh, t

I don't think it's about support. I think it's about respect and honesty. The collective mentality at many companies (web or not) relays things such as "oh, they're just users" or "well, that's too bad it didn't work out". It's easy to default into the general presumption that great support will solve problems like these. However, the underlying issue isn't support, it's respect. It comes from the top and is echoed throughout the company right down to the customer. Sometimes support issues can't be solved and when they can't, respect defines the interaction. Even when problems can be solved, if a user / customer / co-worker is treated with respect, they typically feel valued and satisfied when they are treated with true respect.