You'd hope that the percentages here would be small: people need to be facing a problem with your product before they are part of the sample population. There

You'd hope that the percentages here would be small: people need to be facing a problem with your product before they are part of the sample population. There is a lot of potential economic impact here; during a major problem (which WILL happen) the number of people looking for support would increase sharply. If people are blind to your support system, you could be saying goodbye to a large amount of customers. Ignoring stuff like this is a far more common trap. We spend a lot of money on firefighters, even though we hope they never have any fires to fight.