To me, this reads: "As more and more people choose Logitech
Harmony, we find that we are having trouble keeping up
with offering quality phone support. As such, we are limiting
phone support and asking you to send us emails so that
in the event we are flooded with support requests, we
will have less angry customers yelling at us over the
phone due to the one hour wait times. It's easier to read
a customer's complaint and frustration via email and then
reply to it with a canned email response than to have
a live person express empathy."