Q: "How far does a company go to please a tiny percentage of its customers base?" - MikeT23
A: The question is always a good one. And one that businesspeople grapple with all the time.
To answer the question literally, on its face, if it is indeed just a tiny percentage of your customer base, and you have verified that it is only a tiny percentage, and assumming you are not in a business with razor thin margins, then you can ignore the issue. Even if the entire tiny percentage of customers were to take their custom elsewhere you can afford to lose them and good riddance.
If it's something more than a tiny percentage it might be good management to research the issue a bit.
I think, in the present case, we are dealing with more than a tiny percentage of HBDers. Questions, complaints, and generalized vents regarding WIS's unreponsiveness regarding downtime during the off hours and on weekends and holidays are too commonplace and frequent to characterize the annoyed customers as a tiny percentage.
Since it may be possible to address the issue with a $35 "hardware failure alarm" (as discussed above) I am of the opinion that WIS ought to go ahead and spend the $35. Where's the harm? Even if MikeT23 is right and I and my vast regiment of HBD friends and supporters are merely a tiny percentage of HBD's even vaster customer base it's just $35. Even if MikeT23 is right and we're just a bunch of Chicken Littles, and that we all just "suck balls" (one of MikeT23's favorite compliments), we're customers too. Our $23.95 spends the same as MikeT23's $23.95. And, since we are nervous nellies, Chicken Littles, without lives of our own, monitoring our HBD team 24/7, and posting 365 HBD Forum posts per day, per person, we like to be talked to, we need reassurance, even if its just a bot's reassurance. Spend the $35 already!