Good customer service is not always to your advantage. If you can just pick up the phone any time and reach our support department, doesn't it make you wonder if maybe there's not much going on? But if you have to wait a while, that means the company is doing a lot of business and you are in line with a bunch of other customers. Or, the company is busy growing and expanding, so the support department hasn't kept up with the demand. If there is a prominent display of a support phone number on the website, that's a terrible signal - it means the company is wasting resources on taking care of customer questions instead of concentrating on their prime directive - MAKE MORE MONEEEE!!
You, as a customer, will feel much better knowing that your needs are barely noticed by this successsful business, and that the employees all have much better things to do than answer the phone!