> "...it just doesn't make economical sense to try to provide good support, which is a very hard endeavor for the reasons mentioned above." it's economically r

> "...it just doesn't make economical sense to try to provide good support, which is a very hard endeavor for the reasons mentioned above." it's economically rational but it's also a classic externality. the cost of poor service is externalized onto customers not only as direct costs in time and money but also indirectly as human anger and violence, which trickles out socioeconomically as general incivility (e.g., road rage). i'm all for strengthening the legal equality of the individual so that corporations can't shirk off such externalities as simply a cost of doing business, as you suggest. most "bad" customers are reacting to unfairness and injustice, not trying to swindle the company. treat customers fairly, even erring on their side, rather than treating them like moneybags for the squeezing, and you'll find good customer service is fast and easy (if tricky to master).