I don't think your question is at all hostile. I think it's right on the mark.
We and almost every liveaboard I know removed the gross negligence clause from our waivers a couple of years ago because judges were getting pissed off at it, as it wasn't enforcable.
Now, what is negligence? If you slip on the deck and twist your ankle, I am negligent for not providing a non-slip surface. If you slip and fall down the stairs, I am negligent because I didn't provide adequate handrails. If you slip and fall down the ladder because you had a beer in one hand and a cigeratte in the other, I am negligent because I didn't watch you and make you put down the beer or cigeratte. If I warn you beforehand to keep one hand for the boat and one hand for yourself, and you slip and fall down the ladder with your beer and your smoke, I am negligent. Now, I don't think I'm negligent because you can't or won't follow my instructions, I think you are negligent. Your lawyer has a different feeling, however. That's what the release protects me from.
If, on the other hand, I am impatient to get off the dive site, and I start engines with divers in the water hanging on the deco/safety stop lines, and one of my engines is in gear and I split your head like a melon, you have a case for gross negligence, for which I have no defense. You did everything right, you have followed the dive briefing, and I have done everything wrong. I got impatient, I started engines with divers in the water, I didn't check to ensure engines were in neutral before starting them. I am grossly negligent, and you have every right to sue me.
So, no, I don't think it's a lack of customer service, I think that it's me protecting myself from your klutziness, or your inability to follow simple instructions. I use the term "you" to mean y'all, not Joe Cool in particular.
Have a litigation free day.
Frank