Customer service != someone to yell at
One of those transitions is the exchange of base-level support from paid vendors to passionate volunteers. It's a trade-off where you often get better-than-before information, but have to give up your I-can-scream-at-you-because-I-pay privileges.
At my previous job, we frequently made decisions based on the comparison that technology A offer a vendor support contract while technology B did not. And while it may have made the people who signed the checks sleep easier at night, in no way did it actually help those of us who had to work with the technology. Because screaming at someone rarely did any good, and certainly didn't get us a solution any faster. In fact, there were several occasions where, had we had access to all the bug information hidden within vendor A's organization, we could have solved our own problem in a matter of hours instead of fighting for weeks with the vendor's tech support.
Which is not to say that all commercial support are doomed to failure. But in my experience, the more information that is available (like source code, bug tracking or support cases) the better the customer and the vendor are able to work together at solving problems. I've been in crises before where systems were down and tensions were high. But the feeling of helplessness and of being kept in the dark virtually guarantees that things will devolve into the client screaming at tech-support.
But DHH's point is really that you'll get a lot further asking nicely for help from someone who wants to give it to you than you will from demanding it from someone who is contractually obligated to do so. And besides, would it be so bad to put things on a more equal footing? Or inject a little civility into these relationships?