Most of the roles in this house break-in analogy are Apple. They control the hardware, the OS, the app store, etc. They sell the devices & also sell support. This vertical integration in part defines their "it just works" marketing. It's perfectly reasonable for folks, including Harris' security team, to call Apple first, and mocking people for thinking Apple can/should field calls in this scenario is needlessly callous. (Yes, it's also reasonable for Apple to tell people to go to a trusted 3rd party, too)