Pandora properly embraces the philosophy, "If you aren't paying, you're the product." If you can't monetize free users, then they are a liability, not an asset.

Pandora properly embraces the philosophy, "If you aren't paying, you're the product." If you can't monetize free users, then they are a liability, not an asset. Especially when they are eating up resources like support time. I have no idea why free users would even have access to the same support as paid users, as seems to have been the case here.