It really depends if there is something like "Sale of Goods and Supply of Services Act" in your country (that one particular is from Ireland). So, in a nutshell, contract doesn't trump law, ever.

So you're saying you disagree that they should be upfront with their own limitations as a customer service provider, even though they are soliciting you to buy customer service from them?

Playing "here's the catch" with customers isn't right. When the product you are selling fails, you must be available to help.