It depends, I guess? If someone was going around offering anyone $10m to beat up a pregnant woman, then yeah I’d say they are the main person to blame if a pregnant woman gets beat up as a result.
Again, that’s not to say that the person who did the beating isn’t also responsible.
Is beating a pregnant woman the same as giving poor customer support?
What is the morality of working a customer support job to support yourself, if the company you work for gives poor customer support as a matter of policy/choice? Would that make you a bad person? If you do business with such a company, and make the mistake of calling for customer support, what would that say about you?
Again, that’s not to say that the person who did the beating isn’t also responsible.