Absolutely, an internet based company with bad support and service will not do well for very long. I personally can not speak for all of them, I have not dealt with them all, for the ones that I have, it has been good. For the rest I would have to take into consideration other peoples experiences that they share. I would say that I have seen both sides get blown up and magnified on the forums, both the good and the bad. It isn't that hard to tell, most of the time, when a post is getting rather blown up and out of proportion in either direction. Since I have not spoken to everyone who has had dealings with all the different company's support and service I couldn't tell you what percentage of bad or good is reported. I wouldn't even venture to guess. From some of the threads that I have read, some of the good end up looking like an advertisement for the company. I can understand a person wanting to get the word out about the product and company that they like or love or what have you.
I think that if you look through all of the different forums on the internet, chances are good that you will find information regarding a product that you are interested in. Whether it be product info, company info, or support and service info. All of this may or may not be useful information to a buyer, but it is something they can use any way they like.
HAPPY NEW YEAR ALL!