I think there can be several reasons that a company lacks good customer service. One might be lack of competition. Another could be that they don't see their users as customers.

> There are all sorts of things you can buy that have crappy-to-nonexistent customer service.

But that doesn't contradict the point of the comment you were replying to, does it?

Edit: You should reply instead of just downvoting.

Sure, but even Comcast isn't as bad as Google; not as much depends on Comcast, and Google has mountains of p[eople's key life-altering data, yet it is nearly impossible to speak with a human that has any capability to effect a change.

As with every generalizations, there are exceptions, but they generally only prove the rule.