> When you personally contact support for another service, you think of it as normal, you done your homework, it's a serious issue, you rarely do it, you think

> When you personally contact support for another service, you think of it as normal, you done your homework, it's a serious issue, you rarely do it, you think you're an example of a good customer, the problem is with their product, but on the other side, at scale, it's another customer who didn't bother to RTFM or learn their 100s of courses. I don't think this is true, because when I contact support, it's because I need the company to take some specific action that isn't an action that customers can take themselves. In the past week, I've contacted customer support for: 1. The local cable provider to get a work order to fix the damaged line to my house. 2. A product I ordered online that arrived damaged and with a missing piece - I need them to ship me replacement parts. 3. A company with online shopping where my account is unable to place orders - I need to escalate to someone who can actually fix my account.