[oskee80]

True, if it is a relatively small support operation. This would be harder to do with larger companies that had separate addresses for billing questions, service problems, troubleshooting, etc. If every outbound message had a singular live reply-to email address, then you'd need someone to sift through all those and route to the appropriate department.

[digikata]

Large companies should dedicate the thought and resources to get their customer human interface right. I hate that many large companies that expect customers to navigate through a morass of the companies half-baked organizational scheme. It's a terrible sign if a company expects a customer to coordinate or route an issue among different internal company departments.

[glhaynes]

If it's a large company, they should be more easily able to find somebody that can sort through the handful[1] of replies to that address a time or two a day.

[1] if there are more than a handful, all the more reason to do something with them - lots of people are replying when they "shouldn't" be!