Chiming in as I noticed the change too. For a long time it was almost impossible to speak with a human - every query was directed to the extensive but often useless support pages. If a human did respond it often seemed like they weren't savvy enough to handle a microwave let alone solve infra issues.

Then, about a year or two ago - humans actually started responding to and fixing problems. A welcome change!

Do you have one of the paid support packages, or is this your experience of our google groups/stack overflow etc?