For what it's worth, when I've contacted support (since they made that change) I've gotten real live human (sympathetic) and (mostly) helpful support.
At the base of it though - read the Google book by Steven Levy. Google doesn't really believe in support, they don't think it scales. That's why they spent so much time driving us to forums; but that didn't work because the forums got overrun with people asking why they got kicked out.
Google believes in stuff that scales. To them, giving us the support they do is a pretty big concession (and it's not a lot better on the AdWords side - and we're PAYING for that - but it is a bit better) Individually, we don't exist.
Yea, it's a PITA. But it's also the product they offer, and unfortunately there's not a lot of incentive for them to improve it.