Why is the support so bad and expensive?

Putting in my serial number of a product that is now useless tells me I'm not covered by the support so I have to pay £25 to have someone call me.
When I put in all my details so I can phone Apple myself I then get given a premium rate number to phone and when I get through I start getting asked the same questiuons I answered online ( to get my case number ) so the call is going to end up costing more than it should. The case number is supposed to make the call quicker.
Why is help so expensive here?
Why can't I just email support?

John Galt, the poster already did that as he said in this discussion. He said:
I'm sure with the millions of dollars Apple make every day they can pay staff for support. Instead of that they create a forum where people can do their work for them for free.
I've posted details about my problem herehttps://discussions.apple.com/message/25581520#25581520
John Galt wrote:
Post details of your own problem by starting your own Discussion, not by replying to someone else's. That is the best way to exploit the free resources of this free website.
Otherwise, your only question "why is the support so bad and expensive" stands. It has been answered in this Discussion, which will effectively close it for those willing to help.

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