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Have you ever had to explain to a customer that 'Hosting' and the domain name 'registration' are two seperate things. And that one does not automatically come with the other?
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That kind of thing happens in all industries. Insufficiently knowledgeable customers will assume things go in a manner that suits them (wishful thinking basically) only to turn against the provider when their dreams are shattered. That's often the first time they read the TOS for more than a couple of seconds too.