I would counter that a user having problems is already frustrated and doesn't need more steps in the way, and that a user trying the distro pre-install will have a worse impression if they have to wait on a browser being downloaded. As for using a phone, that works, but why should a user have to deal with the hassle of a website on a tiny screen when they could have a functional browser? A number of the support questions I've seen here would be able to take screenshots in the live environment and upload them with a browser, too--particularly people trying to recover data they lost access to or permissions issues when they screwed up ownership of /root or /home.
You've stated why not having it in the ISO isn't strictly necessary; I've stated why it's preferable for certain, not terribly uncommon use cases. So I guess my question now is, why do you want it excluded from the ISO so badly? It's not going to "infect" an install that doesn't choose it, provided there's a browser selector, which is the point of the thread. I can see several advantages to having one available, but other than the ISO being slightly larger (and Zorin isn't billed as an ultralight distribution, so I don't consider that an issue), I don't see any actual problem with a browser being present, even if it's not the one I want.