My mom ordered something for me off Amazon, but typed in the wrong address. I walked to that address and they denied receiving any packages. From their support page, they'll call you and you'll be speaking to someone within 20seconds. They sent a replacement without question and without charging (the item was less than $50). Other times, with other issues, they'll ship you a replacement and ask you to keep the original.
I bought an Apple laptop recently. It shipped with Sierra, but I wanted to start with a clean install of High Sierra. After installing stuff I had a suspicion something wasn't compatible with High Sierra and wanted to downgrade. Frustratingly, they removed the download in the App Store. The first person I talked to on the phone walked me through an Internet Recovery--and knew the difference between installing from the Recovery Partition (which is the OS installed, High Sierra) and Internet Recovery (which installs the OS the hardware shipped with, Sierra). That, and the ability to talk me through a series of screens (including partitioning) over the phone is no easy task. The same person called me back 2 hours later to confirm everything finished installing.
I think for most other larger companies, support is a huge expense with little upside. It's cheaper to waste your time then their's. The most cost effective thing to do is hire a small number of very polite people and give them the power to do nothing.
My mom ordered something for me off Amazon, but typed in the wrong address. I walked to that address and they denied receiving any packages. From their support page, they'll call you and you'll be speaking to someone within 20seconds. They sent a replacement without question and without charging (the item was less than $50). Other times, with other issues, they'll ship you a replacement and ask you to keep the original.
I bought an Apple laptop recently. It shipped with Sierra, but I wanted to start with a clean install of High Sierra. After installing stuff I had a suspicion something wasn't compatible with High Sierra and wanted to downgrade. Frustratingly, they removed the download in the App Store. The first person I talked to on the phone walked me through an Internet Recovery--and knew the difference between installing from the Recovery Partition (which is the OS installed, High Sierra) and Internet Recovery (which installs the OS the hardware shipped with, Sierra). That, and the ability to talk me through a series of screens (including partitioning) over the phone is no easy task. The same person called me back 2 hours later to confirm everything finished installing.
I think for most other larger companies, support is a huge expense with little upside. It's cheaper to waste your time then their's. The most cost effective thing to do is hire a small number of very polite people and give them the power to do nothing.