[Vivtek]

people think I'm some big company selling this software

I'm convinced this is a significant insight. Most consumers are trained to assume that they're always buying from Megacorp and that cheating and complaining is perfectly valid behavior.

Back when I was landlording, I had a HUD tenant who was a total pain - until she found out that her rent minus my mortgage was about twenty bucks a month. She had just assumed that as a property owner, I was rolling in cash. After that, she was pretty nice.