This is how to really anger your customers. First you ship a product with a very high defect rate. (Some versions of Griffin's AirClick had a very high defect rate in the remote transmitter -- the defective units had a 3 foot rather than 60 foot range.)
Then when users go the web site for support, you have them hop through a few hoops, enter their message, and give them a WEBSITE ERROR page when they submit.
Wow. They'd have to do a really, really, good job apologizing to get my business back.