Large ISP I know the internals of. One of the too many bosses complained: "The ideal scenario would be if our customers paid for our products and services regardless of whether they could get them to work" This company also had a concept of customer service being run as a company within an enterprise and selling their service, support, to another company that dealt with the products. This could lead to such interesting scenarios as Product developers refusing to tell tech support about features of product because they were afraid tech support would implement a competing product and sell it cheaper.. Everything tech support did was about costs, or more exactly, how to bring costs down. Support people were measured on number of calls answered, not solved. A person who replied to 50 mails during a shift even though his answers were pointless and caused customers to resubmit the question got a reward in the form of vacation while seniors in department were forced to work a weekend dealing with the aftermath, although they could get Product company to pay a compensation for upset customers issues.