Gosh, could it be because at launch they have the biggest ticket queue they're likely to deal with before the first xpac?
the level of self involvement of mmo players is a little stunning sometimes.
personally, i'd rather they were spending the time fixing bugs, rather than holding your hand and giving you the personal reassurance that you seem to need.
A way to avoid tickets:
Make sure the game is fixed and doesn't have silly, debilitating issues that stop you, y'know, playing the game? ^_^