A lot of the player frustration comes from the fact that when a player files a support ticket, the customer support agent (if they actually get through the automated responses to a real person) will them it’s a bug, that they can’t resolve things for the player, and to post on the Bug Report forum. The player, with their issue unresolved and, according to the support agents, their issue being unresolvable by the support agents, posts on the Bug Report about their issue. Then along comes Blizzard’s community manager that tells players not to post on the forums and they should contact customer support instead. It’s one big loop of pass the buck, without the customer ever getting their issue resolved. When players then post about the frustration such a loop generates, their thread gets closed.
This is why people think support is lacking and the community manager isn’t helping the situation.