While this is true, it is a solution for people dedicated to getting a problem fixed. Calling up a support line is a huge barrier, and companies lose out when people cannot file bugs or express their frustration with little issues with ease.
Absolutely - and out of the first year of purchase you gotta pay - people LOVE paying!
But that last part matters - if a company already wins the customer service metrics - how do you convince management the money is worth it?