That's my point though, was that there are still folks who assume "support" for everything (paying/non) is just "going to be good" ("because it's google/ms/etc - they have a reputation! they wouldn't want to jeopardize it!"). I realize I'm talking about a small number of folks, but even after these folks have been in the industry 10-15 years, their ... naivete(?) - is surprising.

And... I'm not even generally surprised when I get no support on paid for services. Indeed, I'm generally shocked when I get good and timely support from a paid service. Now... that's less shocking when it's "small startup X"; we've all seen small companies get big/acquired and the very thing that got them there - good service/support - is what is thrown out to start squeezing out profits. Staff get overworked, pissed off, leave, quality plummets, people move to the next small startup service, and it starts over again.