I think he is saying that he thought providing good support will be appreciated by users but it’s not. People complain about not being able to reach support and companies using chatbots for everything and he thought that the though offering quality support will be seen as something positive by customers. Turns out it’s not. You can just as well let bots handle it because people will stay unhappy no matter what service you provide.

The headline was invented by OP. The author is not really justifying telemetry. He’s just saying good support is worth less than he thought.