Companies that have downloaded our product from one of the many free download sites have a question they want answered, they call our support line and once we politely explain the situation and that telephone support has a reasonable fee associated with it, more and more of them are becoming seriously irate, to the point of yelling, accusing of us fraud and/or scamming them. For some reason they think a free product should have free telephone support as well, and if we don't offer free telephone support then its not really a free product.
It would appear that these same people are then resorting to social media in an attempt to "spread the word" with the same false accusations which is starting to take its toll on our reviews, ratings and in turn our bottom line.
Does the Slashdot community have any suggestions on how we can reverse this trend? How do other open source companies handle similar situations?