Microsoft Support really doesn't want you calling them anymore do they?

.. much to my dismay, i had to open a case with M365 support for some licensing clarification earlier today and all the communication back from support has had this as their contact line in the emails:

(support engineer name)
Support Engineer, M365 (Concierge)
For Microsoft Customer Support
+1 (206) 555-1212
Working hours: M-F 1:00pm – 10:00pm UTC+1
 Can’t reach me?
Manager: (manager name) / v-manageremail@ ms

.. a bit of a far cry from what it was like when i was there in the 90's, i'd have gotten a PIP for that..