I would posit that the much bigger gamble is taking a casual view of your obligations to customers. Word of mouth is a potent thing. A company that values chasi

I would posit that the much bigger gamble is taking a casual view of your obligations to customers. Word of mouth is a potent thing. A company that values chasing new dollars over taking care of existing customers isn't going to enjoy a good reputation. Moreover – customer support issues, properly handled, are a crucial window into your product's performance, reliability and usability. Every interaction you have with a customer impacts your brand. Sometimes you win the lottery. Other times you don't. But I'd much rather err on the side of giving a fuck. Anything less is revolting to me, both as a customer and as someone whose bills are paid by the existence of customers. If you sell something, the customers are your job.