People on HN likely lean towards "If I need it it's usually a flaw with the service" more often (particularly regarding technical services) but the vast majority of customer support for the typical company is either "people who think it's a flaw with the service due to a misunderstanding or 3rd party problem" or "people that couldn't figure out how to pay the bill online because they don't use computers much" type things, not necessarily things that can be resolved for everyone in the next push to prod.

The difficulty in well focused support is it's two different sets of problems and the people finding honest to god flaws in your product or service are usually the extreme minority and so not the focus of customer support workflows.