My two cents. Why does this have to be a regulated force-fit? Companies can choose to offer a basic support tier (eg: kb forums, email) and a higher paid suppor

My two cents. Why does this have to be a regulated force-fit? Companies can choose to offer a basic support tier (eg: kb forums, email) and a higher paid support tier or could bundle this as part of their pricing tiers. I don't see why this needs to be a customer right to be able to speak to a human when a customer has explicitly exercised the choice of a low touch support option at the point of purchase. Forcing this just makes it more expensive for everyone.