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Excuse me, but industry wide (and I know, I worked in support), the numbers are far lower. An average support call takes 30-40 minutes. Even allowing that MSFT calls take twice that, are you seriously implying that MSFT support personnel are making at least $50/hr?

As you probably know, the total costs of doing business are more than just labor costs. Most tech support positions pay $10-20/hr., not counting soc. security taxes and additional cost-of-labor expenses (the vendor's cut and/or benefits such as health insurance, etc)
but that is only a part of the cost of any call.

Training, documentation for support, consulation with colleagues in many cases, telephone, computer costs, administrative overhead, office space, and so on are all additional costs that increase as technical support headcount increases. (I'm leaving out dozens of categories I'm sure). Each call generated contributes to the required headcount to support a product and therefore the per-call cost goes up.

BTW, although I never worked for tech support, my first guess based on a bluescreen would be a device driver-related problem. If you got a GPF or IPF caused by an invalid call to an exported function in kernel32.dll that merely shut down an application, of course, that's a different thing.
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