No one is wanting or begging for game hints or that Bioware hand hold people through the game. They are asking for Customer Support to actually provide support to a costumer when a problem arises. No one has said, "I wantz free stuff." However when there is a problem we a game mechanic, billing issue, account issue, hole in the environment, bug in the code, It would be nice for the CS to actually provide some support. Yes the can not immediately fix a bug in the software but they can be there to assist the paying customer on things that can be fixed.
Example:
If a boss throws you into a wall and you get stuck and /stuck does not work, CS should be able to move you from the wall. You should not get a message an canned robotic message that they understand your pain and then get told to log off and go play another character.
Also there lack of community involvement on their own forums increases the appearance that there is a major disconnect in the CS department.