I would support your theory. Support staff don't scale as well or as fast as the technology they're supporting does.
I have often wondered about that for Google. Sure, they have bucket loads of cash, but could they even feasibly stand up a large enough support staff to handle all their platforms? They have so many services, across dozens of languages, and serve hundreds of millions of customers in different timezones.
Also, why would they want to? They're saving untold amounts of money by pushing the problem onto the consumer, and if it works 99% of the time then it's probably good enough.
I have often wondered about that for Google. Sure, they have bucket loads of cash, but could they even feasibly stand up a large enough support staff to handle all their platforms? They have so many services, across dozens of languages, and serve hundreds of millions of customers in different timezones.
Also, why would they want to? They're saving untold amounts of money by pushing the problem onto the consumer, and if it works 99% of the time then it's probably good enough.