[kelnos]

> A self-respecting company

Citizen's United notwithstanding, companies are not people and don't have (or lack) self-respect. People who control policy for a company have all kinds of reasons why they do things, and while they might see and value one benefit of a particular action (lower support costs), they might not realize that there are negatives to that action (worse reputation leading to lower sales and poor customer retention). "Self-respect" has nothing to do with it. Companies make these sorts of errors all the time.