I think of it the other way. "I get paid X amount a month to guarantee support. How do I reduce my support costs? Oh I know, I'll make my product easier to use.

I think of it the other way. "I get paid X amount a month to guarantee support. How do I reduce my support costs? Oh I know, I'll make my product easier to use." Kind of like insurance companies who spend effort to figure out a way to make your activities safer. Of course if they made it perfectly easy they would be out of a job since the software is free. But so long as it's within a certain margin it works out.