Why is there no 24/7 chat support option?

I've been looking for support for my issues with iTunes (see separate posts: iTunes crashes, empty playlists).

I'm less than impressed with apple's "support": I don't want a phone call, I want a chat option! I also think a remote control option would be good. I recently had dealings with Microsoft who I remembered as abysmal in the past. They now have a 24/7 chat support and can/will remotely solve issues on your PC. Should Microsoft have overtaken Apple in terms of service and support?! Wake up, Apple!!!