>I think the "free" model enables providers to shrug and go "hey you don't pay us" (if there is support at all -- I've never been able to speak to a human about this issue)

I also have paid services a lot of money where customer service was nonexistent until I did a credit card chargeback or raised an issue with government regulators.

I'm trying to figure out exactly what I want to push my state legislature to encode into law with regards to customer service minimums that would cover anyone doing business in the state, free or paid.