[kostyal]

Scaling a customer support organisation is difficult. You need to find people to do a low-status job with unpredictable hours, in a tight labour market.

Also, you probably don't just want to speak to any human. You probably want to speak to an intelligent, skilled human who can fix your problems. That pushes cost up further.

If great support is a priority to you, I recommend being an early adopter of startup products. These companies get their edge from being customer-focused and will be happy to speak to you for whatever reason.

Of course, there are tradeoffs to that approach too. As customers, we want it all: we want cheap products that add tons of value to our lives and never break. In reality it's necessary to make some tradeoffs