It looks like the point of your post it to highlight some of the things you want your company to avoid - in terms of product quality and customer service. I think that clearly you want to offer a product with great product quality, you want to offer tools that reduce start-up and/or switching costs for potential customers, you want to offer customer service that reinforces your product quality (or addresses its inevitable shortcomings), and for those customers who are no longer persuaded by your product/service value proposition, you want to give them a relatively graceful way to exit.

Adam seems to feel that NetSuite did not give him a graceful way to exit. We are a current NetSuite customer (3 years), so although I don’t have direct experience with exiting (I am a customer who is extremely happy with both product quality and customer service), I have been through the renewals process, and did not have anything resembling the experience cited. I certainly didn’t feel handcuffed or held hostage to NetSuite as is described. Had we decided to leave NetSuite, we would have been able to. Clearly, NetSuite wouldn’t have bent over backwards to grease the skids for an exit, and it would have cost us time and money - but not unreasonably so, and it could have been done. Indeed, I know enough fellow NetSuite customers to say with certainty that Adam’s story and the other website you cite are not symptomatic of a general trend going on at NetSuite or among NetSuite customers.
-Brian