There are MANY people playing this game. No way could they tend to each one individually, although they do the best they can, and do a damn great job. IMO there customer service is top notch.
You must also remember this is their business. They do what they can to fulfill the needs of the players as a whole. So technically, the "horde" overwhelms the "individual". But as I've said, they do a great job with the individuals as well.