In principle I agree with the concept of charging for support and refunding if the issue is not at the customer's end. I'd certainly be fine with that myself,

In principle I agree with the concept of charging for support and refunding if the issue is not at the customer's end. I'd certainly be fine with that myself, even if it cost $50 or so to get a responsible human on the line when there's trouble with a service like banking, payments, or business-critical SaaS providers. I think Microsoft tried that at one point, but they didn't stick with it for some reason. Maybe it leads to a lot of knock-down, drag-out arguments about whose fault something is.