Keys and other mechanisms like it are not usually used to increase customer service but to increase vendor lock-in and control of those users. It's all about creating a captive audience.
>I can't wait for the official explanation
Is there a guarantee of one? If the issue becomes a PR nightmare, maybe. Gruber would call this "Measure twice, cut once" and a good move by Apple.
Although I imagine if it was some company he didn't see favorably, he would probably go for your explanation rather than the one he actually posted for this.
Given that, I'd be surprised if he'd said anything else. That doesn't mean what Gruber said here is wrong (I don't think it is), but that is important context nevertheless.
Even if you don't like Gruber, this could easily be a case of a well known Mac developer buying ads on a well known site in the Mac community.