Support has costs. Fine. I consider purchases under $500 to not include support, and treat them all as "sold as is"

However, if I need support and cannot reach a real living breathing human in under 30 min regarding any purchase over $500, I hang up, call AmEx and file a chargeback, citing inability to gain support. So far they have backed me every time. If enough people do it, chargeback costs send the message.