Well, we don't see the happy people (an exhausted fact but still true)...the happy people are the ones glad they did not have to use a forum....I know it might be hard for forum lovers to grasp, but some people hate forums, mostly from prior bad experience (with intellectual snobbery), some just because it is too foreign, some really need to hear a voice. And Avast! has to cater to all its customers.
While this is a good argument for phone service in general, I still can't find enough positive from iYogi, mainly because, sure it keeps your PEBKAC customers happy....but it offends the type of user that recommends the product and installs it for people, possibly doing more harm than good.