> We need a scale reform for modern businesses - platforms and companies like Microsoft are logistically incapable of providing good service to their customers,

> We need a scale reform for modern businesses - platforms and companies like Microsoft are logistically incapable of providing good service to their customers, or moderating hundreds of millions or even billions of users, effectively separating these companies from all the harm they cause. And here is where "you have to spend X number of days a year doing CS" should be a requirement for every engineer, dev, product manger, and executive. I do not think you understand the level of abject stupidity that customers are capable of. I do not think you understand how likely customers are to do dumb things and blame the company. Companies who provide support charge more for their products to pay for it. How much? Well how many people break things and then ask for refunds. The company pays for those people by marking up all the other products. IN any organization: first friend outside your team should be in accounting. The second should be in customer service. These are the most valuable resources you will have regarding the tempo of what is going on inside your organization. They are the front line and the oracles of "truth" (the books dont lie, unless your Enron' and then you have bigger problems).