I think it's reasonable to expect either (1) support to be at least as responsive and competent as sales or (2) compensation or refunds for poor service. This

I think it's reasonable to expect either (1) support to be at least as responsive and competent as sales or (2) compensation or refunds for poor service. This works for any honest business. If you want a custom offering with hand holding, go with 1. If you want a scalable and streamlined unisize business which allows itself to make mistakes in order to build huge things for the masses, go with 2 and accept the losses. I really dislike the middle ground compromise of having useless conversations with L1 reps who are either incompetent or whose hands are tied. "We've escalated this issue to super-serious, an expert will reach out to you within the next decade".