This (Nest, and other home devices) can't be profitable if it requires much customer service anyway... It just needs to work after install with no issues (or changes/regressions) for 10-20 years.
I contacted ecobee to get clarification on one of their wire diagrams and they were able to provide customer support. I buy zooz smart devices which are much cheaper than a nest and they have given me detailed wiring instructions based on photos I sent them. It is possible to be profitable and provide customer support. Most customers aren't contacting support every time they buy a product. Building a good reputation helps sell more product.
