I'm in the camp that paying makes you a customer. Inversely using a free service makes you a user, not a customer.
I agree, but what do you do when a large player like Google kills the competition by making their service available for free? I used to pay for email hosting with good customer support. That company went out of business when free GMail wrecked their business model. I moved to another hosting service, which almost immediately went out of business for the same reason.
Something similar happened with YouTube. It's chock full of ads and/or subscriptions now because they subsidized it long enough to ensure competitors couldn't gain a foothold.