[lmz]

That's what you get for the low cost of entry. When most customers are self-signup (and probably low margin) there's no individual responsible for them.

Good in that you never have to speak to a salesperson, bad in that there will be no-one to take care of you if things go sideways.

[Normal_gaussian]

Yes. I think that is a reasonable point. When cost of retention exceeds the cost of acquisition.