I don't think this post is about making things better, it's about making money quickly.

Instead, the case of having human-staffed support for a low-priced product that happens to have given an unhelpful reply to GP (but likely gave helpful replies to >50% of support cases [because most support questions are user-error]) drives home a negative [rather than null] feeling in the upthread consumer and results in the negative response above. (For avoidance of doubt, GP/consumer did nothing at all wrong then nor now. I'm talking about the incentives a company has to offer support at all for a low priced software product.)

I've often felt that many devs could benefit from a stint waiting tables — where the customer is always right and your income is dependent on being helpful and responsive.