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Probably because people email Tim now.

Sure, you'll get a response after emailing tcook@apple.com. But there's no guarantee that the customer service peep assigned to you will do anything to help.

I tried this approach when a client was having issues enrolling in Apple Enterprise to distribute an app in-house. Didn't work, took four months until we could release our app.

Completely killed any esteem I had for Apple.

I secretly hope everyday that a competitor comes along who can produce hardware with a matching level of beauty. Not sure why any existing hardware maker can't do it. Everyone else is producing plastic boxes of crap. That said I'll never have a mac, that whole mindset is so foreign to me.

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