>Having people on the line costs money

The only times I've had to ring support have been to get recovery disks or initiate a return or what have you. However on those occasions they always wanted to walk me through the whole script ("yes I turned it off and on again, send me the disc please, yes I checked my network cable, ... could you ..., yes I ran check disk, ..., etc., etc.").

But then at €1.70 or whatever a minute I kinda expect that.

How do you lose money when they're billing at sort of rate? How do you make more money by completing calls quickly?

Prepaid support obviously different.