I think you are right - and for me having bad customer support is a miss. If the customer support "costs" why don't include that cost in the products price? Bad customer support @ Google has turned me away from their Google Docs. Customer support is also needed when the UI is not self-explanatory like Google's very often.

They have Google Apps for the Enterprise, but very often you can't reach the Enterprise without the proper support, product documentation and service. From the other hand, I got very positive experience with Microsoft support which proves that "Customer support at scale" is possible.

Thank you for the comment!