alt Hacker News> Is the amount of money they make on dinging people who screw up really worth the ill-will
I think it is .
1) They make money for services they provided instead of looking into meaning of what customer actually wanted.
2) Small time customers move away so they concentrate energy on big enterprise sales.
Not justifying anything here but it just kind of make business sense for them.
Definitely possible. I wonder over what time period you miss out on small customers who become big customers and go on that journey with you; perhaps that would be minimal anyway.