Google -- that's what happened. They enabled crowd-sourced customer service.

The chances someone else has already encountered a similar problem? Good or better.

The chances someone else already commented online about the problem? Good or better.

The chances somebody else posted about how to address the problem? Good or better.

The chances of a Google query's response time being better than direct customer service? Whatever the maximum of "good" is.

Combined with most companies lack of decent customer service, it's obvious it has come to this.