What's the point of the "Contact Support" button?

What's the point of having a "contact support" button when all you get is an automatic email response like this?  "Thank you for contacting BlackBerry(r) App World(tm) support. This is an automated response to your inquiry. Direct support is unavailable through the "Contact Support" button"?  Direct support is not available through "contact support"?!?!??!  WT?  This kind of "customer support"  will have me looking at Androids and iPhones when my contract is up in June..

And when you get an Android or iPhone, don't you contact your carrier for front-line support, just like with a BlackBerry?  And does Android and iPhone offer support forums such as this one?  (Perhaps they do, I'm just asking.) 
Fact is, when you download an app from AppWorld, the "contact support" button does work for apps developed by third-party developers.  Because AppWorld itself is a BlackBerry product, that would go through your carrier or here. 
- If my response has helped you, please click "Options" beside my post and mark it as solved. Clicking the "thumbs up" icon near the bottom of my response would also be appreciated.

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