Stuff like that is easy to forget about while it just works in the background and never asks for attention. The real opinion changes once https://onstar.pissedconsumer.com/customer-service.html feels like something you actually need because a car issue or feature problem is happening right now, not later. In that moment, support stops being a side detail and becomes the whole service. If the answer comes too slowly, people remember the waiting more than the feature list.