Well they tell some users to visit Facebook in response to support questions. Unacceptable if you ask me.
I never understood this american obsession with "customer support" anyway. In my country we almost NEVER call "customer support" for software and web services. What would they tell you? Which buttons to click?
I'm curious how it works in your country. What would a non-technical user do if they had a problem? What if you're a paying user of a web service and you start having a problem with it?
With the exception of disruptions of service, 99% of such problems are on the client side.
Come to think of it, one reason is that most software companies don't provide call centers and tech support in my country/language anyway (with a few exceptions, like MS, Adobe and of course the enterprisey stuff), and calling abroad would incur some major costs, especially if you are put in waiting. So, we learned not to rely on technical support at all.