Customer service doesn’t scale?

In Your Call Is Not Important To Us Farhad Manjoo of Slate bemoans the lack of anything approaching even tolerably good customer service from Gmail.

He’s moaning about the free-to-users, advertiser supported Gmail service, not the paid services businesses and government agencies sign up for.

It got me thinking. Sometimes free means a bargain. Sometimes not. I would argue that the affordances of Gmail so far outweigh the possibility of poor customer service that even with no customer service at all, it’s still a good thing.

However, my expectations are fairly low when I sign up for free services. And the old saw holds — You get what you pay for . . .