And this is exactly why nothing will improve. Keep blaming others while providing a poor service. Good business model. I work in tech support and I can categorically tell you that you are talking out of your bottom. Tech support depends on the 'culture' of the organization. It's got nothing to do with revenue.

If a tech organization adopts your model of "We're only as good as the profit we generate" then you get mediocrity at all levels. I know small companies that value their reputation and provide a good service with regular updates, and I also know massive companies who leave their customers in the crap because they're too busy 'maximising profit'. But, of course, those useless companies eventually get very bad reputations.

I'll stay cryptic. You stay "service-minded".

I love people like you. Everything's good... till it happens to them!