Customer Service via the net?

I recently purchased a Motorola T720 phone. I had a question, so I navigated through the Motorola site to find out how to submit a question. I sent the question, and they they promptly sent me an automated acknowledgement. Then, a day later I received this message:

Dear Mr. Larry Borsato,

Thank you for contacting Motorola e-mail support. We really appreciate your interest in our brand and our products.

Please contact our Canada Cellular Customer Support Centre to speak with a customer service representative regarding this issue. We can be reached at 1-800-461-4575. Our business hours are Monday through Friday from 8:00 AM until 7:00 PM CST.

I guess it makes sense. Motorola makes phones, not email appliances, after all. But why bother to even let me submit the question via email after all? Just to tease me?

So what did I want? I was looking for a rebate coupon I should have received. Ironically enough, there was a web form available to complete the coupon. Unfortunately I had to make a phone call to get a web address. A sad waste of my time and theirs.