Note that this says the opposite of you will be able to get in touch with them. This might just be a case of the speaker not being precise, but even so, we can

Note that this says the opposite of you will be able to get in touch with them. This might just be a case of the speaker not being precise, but even so, we can make a shrewd guess of the level of service we can expect, from other companies that have gone the minimal customer service route. Every couple of months, there's an article on HN about someone hitting a brick wall when dealing with a problem created by one of these companies.