I am not sure how I could "throw users under the bus" replying to customers. The worst I could possibly do is not give refunds (I do give refunds when asked, a couple bucks here and there are not worth fighting for). But that is off topic because people do send emails when they want a refund.
I have been contacted by companies selling 5 stars reviews. You pay them and they guarantee X number of 5 star reviews. I don't care whether it is legal or not, as a matter of principle I don't buy reviews. But again, it is off topic because we are talking about responding to customers.
Yes, of course I want to help my users, I put a lot of effort into my game and I care whether people enjoy it or not. I am simply pointing out that there is also an economic incentive to be respectful and helpful when replying.