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Agreed, it's a shame. Similar thing happened to us, someone spammed our Zendesk support desk (and we pay them quite a lot money) and created lots of tickets.

Their support didn't care (not to mention they didn't have built-in flood protection, even a basic one), we have to deal with the mess in our side.

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That sucks. But if the LTR of a customer < employee time to fix by a large margin, it becomes more rational.

There are multiple ways to run a business. When a customer needs extra hand you can either say "suck it, you don't worth it" or you can say "you know what, I'll take that extra mile for you" (especially if it's because of a shortcoming of the product).

It depends what kind of business you want to built.

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