I have no idea why some companies have such poor customer service. It is as if they are isolated from the rest of the business world. Most companies do not want customers complaining about their products, and work quickly to resolve the issue. Obviously, the resolutions can involve refunds, returns, or simply just discussing other solutions.
Mostly the customer want to know that he is heard, and that the company is working on solving the issue. If a customer sends a message to the company, and they toss it in the wastebasket more than once or twice, the customer realizes that he has been taken for a ride, and has no further initiative to do business with the company.
Note that no particular company was mentioned in this post, and that the TOU was not violated.