That just means they have enough people and time to deal with clients. The background is that they're not as big as other (read Google) that have no chance to deal with folks on micro-level like before, simply because they cannot.
If they ever grow to that extent, they'll probably choke on it, while other will have well established self-support system and folks like us would bitch about the first one, and sing about second.
And yes, I'm one of those that had bad experience with personal contact at Microsoft. I'm sure their call center would handle it better.
I put him onto simple customer service test by accident and he failed - two times in a row.
First time he ignored my email, and months later, after I pinged him about it, he said I had the right to shut down my accounts if I wanted.
What the heck Microsoft?