These kinds of cases can be rare enough that finding them is absolutely worth that cost, in terms of fixing a rare but annoying bug, helping customer retention, "word on the street", etc.
I don't do customer support very often, but when I do, it's my default response.
Talking about customer service, the best I've _ever_ experienced has been with Sweetwater, on online music store. I seriously rave about them to anyone that will listen. Someone should do a case study on their CS program.
This is great to know. For some reason, I got the impression that Sweetwater was a terrible company but I can't, for the life of me, remember if that's based on a personal purchase I made from them (and I made several) or if it was based on someone else's experience that was related to me. It's just something that I had stored away in my memory as a "Well, I'm never buying from them again".
I don't do customer support very often, but when I do, it's my default response.