Yeah I see your point. Many commercial vendors have a tendency to suck at supporting paying customers. The place I currently work maintains the networks of several (smaller) companies. Often, companies run into troubles with purchased software. We always try to figure out what's wrong; if we cannot figure it out, we will contact the support of those who produced the software and ask for help. And often, even after showing we did our utter best to find the error ourselves, many companies spend little or no time in helping us (and their customers). That's a nasy habit.
Another good reason to choose OSS... no official support, but a well willing community....!