This is one of the things that bug me about modern tech companies. They often “disrupt” a market by not offering any meaningful customer support and can save a lot of money that way. It’s all smooth sailing when things go well but if you encounter a bug you are basically out of luck. See all the stories of people having their PayPal, Google or Amazon accounts shut down for unknown reason and there is nothing they can do to clear things up other than having friends in the company or having a large Twitter audience.