Save it for Comic Book Guy. Take the example of, let's call them CeloVet. They have longstanding customers who've never asked them for client support. Conversely, they have never communicated with their customers. Then there is a problem with the service.

Their web page is vacant and abandoned. The customer can't send email (because that's the tech problem). The customer calls the phone number on his original service pages. The phone number is disconnected.

The customer finds another phone number. Voice mail hell. The network status mailbox is broken. Tech support doesn't answer the phone, the customer only gets "music" and repeated auto-zombie messages.

Hours later after several messages, no email, no phone call to even respond.
But that's okay, because if customers want to get treated like crap, they can just go to another ISP, it's just a big buffet of nothing but crap.

Mojo Nixon once wrote a song called "I Hate Banks" which included the cable company, I suspect if he is still performing the song, he's included a verse about ISPs.

Tech edge is over, you live and die on how you acquire and treat your customers.
Stop calling them "lusers", if you are a communications company, communicate with them. If you don't know how, hire people who know strategic communications and usability.

Clue one, if you are an ISP and your web site is neither useful or usable, you are doomed.
Wake up and start paying attention to your customers.