Yep, the author is thinking like a developer, not a consumer. > If I need assistance, I will most likely do one of the following: > > Find a support e-mail.

Yep, the author is thinking like a developer, not a consumer. > If I need assistance, I will most likely do one of the following: > > Find a support e-mail. > Go to a physical store. > Ask a friend. > See if I find an unintrusive live chat that I chose to enable. This is a developer mindset: take the time to solve the puzzle. I get it, but the majority of people don't think that way. Most people don't want to solve the puzzle. They want to buy the product and get on with their day. Live chat lets them do that, and by the numbers, it works.