I read through the very long thread about SS. I came to the conclusion that SS is very upfront - their business mission is to sell to DIY'rs cheaper than anyone else. They do that like any company would do - by cutting costs elsewhere. Hiring and training more customer service reps is probably where they cut those corners. I thought that their replies on that long thread were top notch customer service in general, except not to the liking of the OP of that thread (which I can understand why he was miffed, even if it was his own fault).
Now SS could hire very low-level "talking head" CSR's who could do nothing more than read from a script or give you a non-answer. Personally, I hate that kind of customer service. I LOVE Windy Nation for their customer service style - it's always from someone who actually knows their stuff and they're pretty quick to respond, but I highly doubt they sell at the level of volume and low price that SS does.
SS could also setup a bot-based CSR system, but those too are really lame, IMO. I have had one experience of one seller (it wasn't solar related) who used a bot-based help system that actually worked. By "worked", I mean it didn't annoy the crap outta me and degrade my opinion of the company.
I'm not in the market for the kinds of solar products SS sells (Renogy has my number - the RV/van crowd), but if I ever am, I'm going to keep SS at the top of my list, because it's clear they have the best price and their customer service matches that price, you just have to know what you're getting into, such as not buying the exact number of panels you need, but at least 1-2 extra for every 10 panels you buy and if you're impatient and expect Amazon-level customer service, then you shouldn't buy from SS, but buy from Amazon instead or another higher-priced retailer who can afford to offer premium CS, at a premium price in the products you buy.
This is like going to "Discount Mattress Warehouse" and expecting someone to load the mattress into your truck, or expect them to deliver it, set it up and take away the old one. If you want that level of service, then go to "Mattress Country USA" and pay through the nose for that level of service for the same quality of mattress.
That said, I suppose SS could instill better and more clear disclaimers on their online ordering site, such as when you press NEXT on your order, it takes you to a scary-looking page that tells you everything that YOU are taking responsibility for (such as ordering extra panels), that you have to click YES, sign your name and then solve a reCaptcha thingy before it will let you submit the order to make it easier and more clear for the people who don't like to read disclaimers on $15,000 orders.
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