> Competition is a good thing, right?

The parent was referring to "scaling" for businesses, not consumers.

Competition is good as long as it's driven by quality, not price. A competition on price can be good for products, but then again, it's only good when your lowering the price by improving the quality of the manufacturing process ... I don't think anyone will be happy if Apple goes bankrupt or stops producing IPhones because of cheap knockoffs made in China.

In the case of support, people only want to pay the minimum amount they can for their needs to be met. If you want to provide quality services, you'll have a hard time doing that when your customers will discover that they don't need it and outsource their operations to India.

This happens because few pieces of software really need paid support. For an open-source project, in many cases you'll get better support from its mailing list than from a commercial entity. Only companies with enough money will pay for high-quality support ... and they'll only do it for peace of mind and for passing the blame. Not to mention that B2B products are quite boring and support can also be provided by cheap labor.