Yeah. Don't pay people to do customer service is still more profitable than losing a few customers a they are not many search and Adsense/Adwords alternatives that can really compete when it comes to reach.
That's walking a very tight rope as the way you put it sounds very much like monopolistic behavior. I would suggest that it does not make business sense to have the government looking over you as being an evil monster, which, is most probably what will occur if the horror stories continue.
