Accountibility always was down. Back in aristocracy you were never allowed to ask for support. Only in modern civilisation this improved. Middle management, the clueless in the Gervais principle, need their walls.
Don't be fooled by the decline of customer support in big orgs, like Google, Apple, or Amazon. They believe that support cannot scale, or if it's really needed, it needs to be outsourced to India or East Asia.