Not trying to defend them, but I think it’s a problem of scaling up. The user base grew very quickly and keeping up with the support inquiries must be a tough job. Therefore the first like of defense is AI support replies.
I agree with you, they should care.
Then you use AI for triaging or summation to help you provide better support faster. You don't let it respond to users unchecked.
Given how they started... https://news.ycombinator.com/item?id=30011965
(Today I learned)