The company wants problems to go away. Fixing them or making it so people don't bother the company about it are both ways to accomplish that goal. And as long as the lack of support doesn't impact sales, it doesn't hurt the company and saves them money in not having to pay for more/better call center staff.
Also in more benevolent companies, providing support over the phone is the most expensive way to provide support. So as much of that that can be shifted to automated systems, better products, etc the better because it avoids the high cost of a call center.
While a call center employee may be paid by minutes on the line (though I think that is rare), they would be penalized for taking too long on a single call or helping too few customers. There's little incentive to spend time on longer more difficult calls when you could just focus your effort on solving many of the simple calls instead.
Also in more benevolent companies, providing support over the phone is the most expensive way to provide support. So as much of that that can be shifted to automated systems, better products, etc the better because it avoids the high cost of a call center.
While a call center employee may be paid by minutes on the line (though I think that is rare), they would be penalized for taking too long on a single call or helping too few customers. There's little incentive to spend time on longer more difficult calls when you could just focus your effort on solving many of the simple calls instead.