> They don't care about you, the user, because you are not a customer, you are the product, and your are easily replaceable. The CS rep's boss also doesn't care

> They don't care about you, the user, because you are not a customer, you are the product, and your are easily replaceable. The CS rep's boss also doesn't care about you. And this right here is the root of the problem. The problem isn't that customers are "abusive", it's that CEOs and stock holders can offload the fruits of their own abuse onto people who are powerless to change anything. It's not exactly a surprise that that breeds resentment from both sides.