Maybe a company at a certain scale should have a legal requirement to get a person on the phone for any support issue, full stop.
All these companies will continue the race to the bottom unless you twist their arm. For PR, sounds like a nice job creator to me!
For any support issue? Given the realities of running a business over the Internet today, that would be a waste of resources and needlessly expensive.
But I do agree with you in principle though: I think there should be a legal requirement that anyone with a dependent business relationship to a service provider should be legally entitled to human review of any automatic suspension decisions within a single business day. This shouldn't affect long-tail businesses because when there's a strong dependency relationship there's definitely large amounts of money exchanging hands - from which presumably a small fraction would pay for the requisite support costs.