There are companies that email same day, multiple times, ship next day, and provide shipping and tracking info without even being asked.
As far as customer service goes this is kind of shitty.
Yes, whenever there is a high margin of profit , this can be expected in some circles. For the most part, the lower the profits, they more they try to be competitive and reduce support costs.
Support is ALWAYS one of the first things cut or, after the sale support I should say. After all, you dont make money on something that has already been purchased.
Obviously, this isnt smart for repeat business BUT, if they have a good product and know that people will come back , for the most part, even if their after support is bad, then they will continue to try to get away with it. Closing the profit gaps.
Since other companies do this, everyone kind of aligns themselves with each other to some degree, so that no one major company stands out from the rest.
If eventually they get a bad enough rap, they will increase their customer support or, change their name - sell the company.