It's obvious in retrospect that one of the main ways tech companies make money is scale, without the costs that physical based companies bear with scale.

For example, you go to a shop, and they have employees they have to pay. When the shop scales, so does the number of employees. Tech companies aren't like that though. You write software, then scale it to as many users as possible (billions, in some cases), but their cheat-code, is that they don't provide support of any meaningful kind.

They can get away with it because they're not bound by physical interaction, and nobody's holding them accountable. Law is always understandably slow to catch up, but hopefully we'll get some reasonable regulation around tech soon.