37signals deals with the same customer support issues we do. People starting their questions with threats and treating us as if we’re monsters and not people are very common things we see too. It seems everyone wants a company to behave like a person, but the second you do, BAM!, they start swinging. Not everyone, of course, or even most, but definitely many. I now have a much better understanding of why companies act like robots instead of people — it’s the only way to survive mentally.

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