Nobody is saying customer service is useless, but small one man startups cannot afford to spend 6 hours a day answering emails and questions.
This is where properly designing your business and product/service comes into play. If you sell something that's difficult to figure out or unreliable, then you will get inundated with support requests. Test the product or service highly before releasing it, make it easy to use and provide all the necessary documentation. I suppose this marks the difference between amateurs and professionals.
Awesome! We now have three wings to our vast corporate connivance or conspiracy or company or committee or enterprise or virtual entity or fictional multi-personality person or legal but not actually a human being person or whatever clever name our lawyers come up with for something that can do what we can do yet cannot be persecuted for doing so:
1) The testing industry. Provides all useful or necessary testing of any and all things any customers wish to have tested, possibly in proportion to how much the customers wish to invest in the testing industry.
2) The dumbing-down and/or ergonomics industry. How dumb is dumb enough? In a free market, should dumb organisms be eaten? Is it dumb to eat organisms? Which organisms should be eaten, and if so which if any other organisms should be served as appetizer and/or dessert? And similar questions of ease of being used and how eager customers should be to be used, and whether customers are as usable as they can possibly or potentially be and all that good useful stuff.
3) By documentation, do you mean passport, DNA sequence, number of fingers and toes, number of eyes, colour of eyes and so on or something more along the lines of which bylaw number in which jurisdiction does or does not apply with or without the application of whoozit versus whoozit whichyearwasthatagain and so forth?
4) The source code. Either that IS the documentation or there isn't anything TO document other than the excuses for avoiding fully documenting aka making up excuses for obfuscating?