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What percentage of serious inquiries are responded to outside the SLA? What percentage of those fail to resolve the user's problem?

Without that kind of information, reading stories after having a bad experience will turn your brain into a petri dish for confirmation bias.

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Ignoring the red herring, and the assumption I read these stories after a bad experience, let me address, yet, as a consumer, all that matters is the vocal user experience.

If there are 100 bad stories out there, that's enough of a failure of a company irrelevant of its size. And I have personally conducted the support experiment multiple time over the years to have the first-hand experience.

Either way, since you clearly have a vested interest in Ad companies from your HN comment history, I shall engage no more.

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