You dismiss the notion that price is "part of the user experience". If I can do something myself, in 5 mins, inconveniently, for free. Or spend 5 mins on a ph

You dismiss the notion that price is "part of the user experience". If I can do something myself, in 5 mins, inconveniently, for free. Or spend 5 mins on a phone call, waiting for a human to do the same thing, for $10. I would call the latter a poor user experience.