[troydavis]

> Is there a reason why they all seem to have the same blind spot?

You may disagree (for yourself as a customer), but there's no reason to believe your preference is held by a majority of the total addressable market (by user count or profit margin), let alone that everyone else has a blind spot.

It may be that relatively few users share your willingness to pay for support (which seems very possible to me), or even that they've tested different approaches to support and measured how much support actually affects a customer's future purchases - ie, revealed preferences/values. In that case, it wouldn't be a blind spot, it would be that they have better data than any of us do.