Once upon a time, C++ was a new language. (Bear with me here.) A lot of small companies popped up with libraries. Then C++ became popular and those companies went out of business because they couldn't afford to provide customer support to their new customers.

Many current tech companies are in the same position. They physically cannot afford to pay for actual support. Instead, they rely on algorithms and things like this article; if it becomes popular enough, it will get handled. The alternative is covert support via Bezos' personal address, for example.