That's entirely possible. The founders are promising customizations as a way of getting new sales, and I think that is the main problem here: trying to grow business faster than support. I kinda see their dilemma: they don't want to grow the # of employees TOO fast, but right now we're not growing fast enough, and the complexity of customizations is non-trivial. This might be early growing pains in an immature business. But I was bitching about the self-starter trends among new hires.

Can't talk for the person you're replying to, but in my case at least I worked for a LOT of companies (did consulting for a while, and switched jobs probably more than I should have had), AND so did my SO, so while it's anecdotal, it's a LOT of orgs, including some of the big names everyone have heard of, as well as some smaller ones, and my friends have the same experiences. It might just be insanely bad luck since that's not a significant sample, but it makes us think.