For what its worth, I second the parent's sentiment. It comes off as really patronizing to me to make responses like this to serious issues.

At a minimum, if you take a friendly personal tone in important communications, but there isn't a real person waiting behind it in an easily accessible manner at customer support with the same tone, I get extremely annoyed. There is something infuriating about the cheapness of projecting friendliness in a UI but then directing me to some robot phone line or an auto generated email where it really matters.