I don't know much about github's customer service,= but from what I can extrapolate from Shaw's rant, their service had a flaw which was likely just an oversight. Shaw never made an attempt to contact github about it (under the belief that they were in on it) and instead chose to exploit another flaw in their service and then angrily blog about it.
I don't see how that makes github "out of touch" nor do I see how this situation was created by a "general disregard of customer service." Granted this might be true, but it doesn't sound like it had anything to do with this particular incident.
Its unfortunate for many reasons, not the least of which is that they either were, or were perceived as (which is just as bad for the customer), so out of touch with the user base that such action was necessary.
>it also creates perverse incentives
No, it was created by a general disregard for customer service. The attitude that an issue is fine to ignore unless it is boiling over is what created the incentive, that was ages ago.