If they don't put people on the ground they don't have the insights required.

It's like trying to diagnose WiFi next to a radar station remotely when you don't know the user is next to one

Again... the logistical structure of the company is not something that the customer should have to be privy to when trying to figure out if the product is going to workout for them, or not. If the product is not going to be working, the company should not be charging the customer $100 a month for 8 months promising a fix that will never come in.