Pivoting the angle on your perspective a bit:
"If a customer having a problem with our service isn't technical enough to backchannel us, they're not technical enough to be a viral thorn in our side."
To be clear, this is a process defect, and no company should aspire to build this into their processes as a feature. It's a net negative for absolutely everyone except perhaps you, me, and in the short term, the company. I'd argue it's a long term negative for you and me too as we hawk a service to others based on our current experiences, keeping the product from improving for everyone, including ourselves.
A good example of this is apple card support. You just text the support line. It's great because I don't need to wait on the phone. If someone doesn't have the info I need they can pass it on without me needing to know about it. I can continue my day without making a chore out of something. This is the part I was trying to highlight (not the reduced access to support).
> This is how support is handled these days.
... with an implied all other things are dropped/neglected and you replied with
> I personally don't see this as entirely a negative.
I fully agree with your point that companies being available on social media, but your first comment can be read as supporting that other avenues are dropped and that's clearly a negative. The grandparent clearly replied to that reading of your comment.