I created and sold software (and services) for over a decade, and could never have lived with myself if I'd treated customers the way the original article describes.
sadly, they do it because it works, and (not trying to be too offensive): lotta people are dumb. If you're confused, a nice "team mate" will be more comforting than a cold hard doc and web form. Even if they are upcharging you on a bunch of stuff you will never use. They call multiple times because some people genuinely forget and appreciate the reminder.
I'm sure you knew all this better than me, but just want to elaborate for anyone who genuinely don't understands who falls for this.
I created and sold software (and services) for over a decade, and could never have lived with myself if I'd treated customers the way the original article describes.