When you have a product that is marketed towards the masses, support costs can be astronomical. A not-too-small number of calls won't even be for your product.
My uncle works tech support for a major ISP. He gets at least a couple calls a day from people thinking they need to call him because their Windows PC won't turn on or some other non-Internet related issue.
And then there's the sheer number of trivial calls. Do you know how many people call Amazon because they forgot their password, rather than just using the password reset function? Or how many people call their bank to find their balance rather than checking the website? And of course, these people demand to talk to a human.
My uncle works tech support for a major ISP. He gets at least a couple calls a day from people thinking they need to call him because their Windows PC won't turn on or some other non-Internet related issue.
And then there's the sheer number of trivial calls. Do you know how many people call Amazon because they forgot their password, rather than just using the password reset function? Or how many people call their bank to find their balance rather than checking the website? And of course, these people demand to talk to a human.