A more subtle aspect of customer service here is that, as the dev or PM responding to the customer, you have a lot more power to give the customer what they want.
A BigCo can hire a lot of CS people but the best they can do sometimes is "we hear you and we'll pass along your feedback".
A BigCo can hire a lot of CS people but the best they can do sometimes is "we hear you and we'll pass along your feedback".