We're pretty patient with anything up until the point of what is obviously verbal abuse. Frustration is obviously a reality of customer service, and we understand that. I think we've maybe only politely urged one person to try out other options in the eight months I've been with the company, and generally if someone reaches the point of being genuinely mean, they're not going to use the software anyway.

I see your point, however, and I won't pretend that there's not a little bit of cognitive dissonance there.