Big vendors and crappy customer service

In a meeting with a potential client today they told about their difficulties with their CMS vendor. “They don’t ride the same day they saddle the horse”, “Nothing happens when we approach them”, “Their new system is only a teenager” etc etc.

Man, wonder what would happen if I put on that attitude towards my clients? Well, I know - or I’m pretty sure I do: I would get a boot the size of Mt Everest in my behind and fly out through the door head first. And rightly so.

Then why doesn’t this happen to bigger vendors? Why can they get away with crappy customer service?