I would agree, but I’ve spent the last ten years or so working with outsourced tech support and I guarantee you, a lot of people call us just because they can’t be bothered to look for themselves.

> a lot of people call us just because they can’t be bothered to look for themselves

if the service offered is "support" then why is a phone call less acceptable than reading documentation?

Getting instant answers without having to deploy any effort isn't going to make the problem go away, it's going to make us dependent on the solution.