That's what regular businesses always do -- go for the profit. Why should you be so surprised?
Some businesses have a very strong customer service/support policy. They don't do so because it's "nice", they do so because they believe it is most profitable FOR THEM to do so. Other businesses are not so big on customer service but have lower prices. That's the free market -- you choose the kind of business for yourself.
The old regulated-monopoly Bell System and airline industry operated on a service philosophy since they were tightly regulated. Eventually the public complained rates were too high. So, Bell got out of leasing phones -- AND providing 24/7 free service to support those phones. The airlines stopped the freebies too (like easy ticket exchanges annd interchanges with other airlines).
If you don't like SBC, don't use them. Cable companies sell broadband now and you can get your phone service through them. Tell your town to subscribe to VOIP so your 911 calls will go through.
[TELECOM Digest Editor's Note: But try to be realistic, would you Lisa? For most people, it is not as simple as just saying, 'Do not use SBC.' I managed to pull that off, after considerable grief, and I _know how the 'system' works_, but as we have said here many times, not all cablecos are as effecient and friendly and prepared as ours is here Independence. Not everyone has access to good _alternative_ phone networks as we do here. Oh, I agree, ASAP get yourslf weened off of Traditional Bell if that's your pleasure, but its not all that easy even for experienced people to do, let alone newbies to telecom. PAT]