That's good to hear. I also don't buy the tens of thousands of emails.
On the other hand, I would guess that a large percent of active members have WGT Nation status. WGT has awarded that pretty liberally. And it's only active members who will be contacting customer support for any reason.
So, with most having WGT Nation status, that results in (metaphorically) everyone having escalated customer support, which devolves down to no one having escalated support.