Which is also the point. If I wanted to, or were able to, "simply" talk to them on the phone, then I would do that, like I have a choice. The reason I went to the website first is because "simply" calling someone on the phone is not something I can do.

At some point I'm going to have to walk into a shop and ask them what's going. I would prefer to have some research behind me when I do that, but the website is actively preventing me from being able to do that in any meaningful and relevant way.