The real cost of open source

"With open source, who's going to support the hundreds of thousands of users?" asked Quazi Zaman, platform technology specialist manager for Microsoft's federal division, based in Washington, D.C. "With commercial software, end users have direct vendor support, third-party systems integrators and help desks. Then there's the training piece. How am I going to reduce enterprise costs if I have to get thousands of people up-to-date in using open source?"

Source: Federal Computer Week

Whats that supposed to mean? By that logic we shouldnt invent new things, no new cars, no new phones etc. because who is going to train the users? From the way I see it IT is just a tool, and of course there will be some pain when learing new ways to harness its power that doesnt mean we shouldnt do it.