Probably it 's not. Coinbase has around 500 employees currently. How many of them, do you think, work in the Customer Service department? I think it can be maybe 200 people or maybe even less. Coinbase has 13,300,000 users and although most of them are not active today, they can become active at any moment. So, if they are not going to replace those 15 with 150 newly hired, this decision looks very strange to me, especially if considering what hilariousetc wrote about their Customer Service  above.