That level of support (TSR) is an anachronism in today's digital/high-turnover/throw-away corporate world. The products change so quickly that support is an afterthought. If that. The consumer is on their own. An APUG poster from a while back once stated to the effect that the consumer's job is to consume, nothing else.
No technology-oriented company is going to waste money on a robust support structure. Geez, Louise. All those people calling in asking us for help because our stuff doesn't work? They're killing us. Just tell them to shut up and buy the newest upgrade. It'll be out tomorrow. It'll solve all their problems. Really, it will. Trust us.
We need them to buy—over and over again in the shortest cycle possible—what WE want them to buy. Not what they want to buy. Or think they want to buy. They have no idea what they want to buy. But lucky for them, we do know what we want them to want to buy. So just start consuming, damn it. And quit pestering us already.
This is part of that sea change I mentioned earlier.
Ken