I find this semi-humorous and quite expected for him to say this. I've dealt with their support on a few occasions; it's like pulling teeth to get them to respond.
The dynamics of this change completely for "enterprise" software where your customers are paying extra for support. In that case there is little incentive for you to put FAQ's on your site. In fact you want to make it hard to run your software without a support contract.
It's pretty funny that even though this was an interview by SupportBee, he keeps mentioning that they use Assistly, a clear competitor of SupportBee, and how awesome it is...