Please just understand you are part of the <2% of customers who have done your own legwork.
The overwhelming majority of people are calling in about something in the FAQ because they can't be arsed to do their own search.
The first layer of support at larger companies is usually restricted by their software from sending you anything but a pre-written response, just because you're such a rarity.
I want to call a human even if my question seems dumb for them and have it taken care of, because I don't even know if I get that one answer there might be 10 other questions hiding behind the corner.
The overwhelming majority of people are calling in about something in the FAQ because they can't be arsed to do their own search.
The first layer of support at larger companies is usually restricted by their software from sending you anything but a pre-written response, just because you're such a rarity.