It's really easy to end up with procedural machinery that makes it unpleasant for other entities that you don't like.
It seems to get the things that you do like and value less often. Why? Because you think about the consequences to what you consider important and you're inclined to ignore potential consequences to those you oppose or are competing with.
The Vogons weren't necessarily overtly malicious when they obliterated Earth.
Regardless of what the maintainer says of their abuser after being abused, the point I think you are getting stuck on is this:
Creating a system which locks you out if you don't speak to a human isn't de-facto malicious.
Having support where you can't speak to a human isn't de-facto malicious, either.
Doing both at the same time, however, is de-facto malicious. Some executives likely got bonuses for doing it, too.
i interpreted that as you saying i am the hostage of microsoft, and have stockholm syndrome, therefor am speaking well of (defending) microsoft.
if i misinterpreted that, my bad. are you calling jason the hostage?