IMO there needs to be some kind of minimum allowed customer support when handling user data. If you can't provide real support for free, then remove the free plan. If everyone has to then they are all equal again.
It's just wrong to trick people in to trusting a service with their data and then yanking it with no support contact.
It's just wrong to trick people in to trusting a service with their data and then yanking it with no support contact.