Except in this case, the user was actually talking to customer support, so was already taking up their time. It's one thing to have zero customer support, like

Except in this case, the user was actually talking to customer support, so was already taking up their time. It's one thing to have zero customer support, like Google; I can see that saving money (though it's a shitty practice IMO). But if there is a CS dept and you are talking to reps but they're not solving your problem, wouldn't it be better to actually solve the problem instead of repeatedly spending time not solving it?