[jeffclark]

Totally understandable, especially in a startup area.

This specific case is my day job. We're still startupy-ish, but a little more established (you've definitely heard of us). We have a support team and all that, and the engineers are working on new features and scaling more-so than bug fixes.

I (of course) am working on my own thing and handle 99% of the customer service on it - not only because I want my customers to be happy, but just like you said, I want to work on what really pains my customers.