True. That's why they spend a minimal amount. The free stuff has to be good enough to bring and keep people, but not so costly that it is a large expense. "C

True. That's why they spend a minimal amount. The free stuff has to be good enough to bring and keep people, but not so costly that it is a large expense. "Customer service" for people does not scale well and has high costs. That is one reason why they automate it as much as possible and simply do not have it where it cannot be automated.