[wmwong]

I totally agree with this. I wouldn't say it's just about customer support but about customer relations. Whenever I walk by the Apple store, there are so many people in there that you can barely walk around. A lot of them are there for help/support. They know they can just walk into an Apple store and get face-to-face help. They can get their problem solved right there. This is a huge boon for non-tech savvy people. They trust that Apple will fix it for them in a timely fashion.