I find this to be very disrespectful of your customers, those of us who use (or vainly try to use) Oracle Support. The 'transition' is an unmitigated disaster and to call us 'clueless', tell us we need (or at least use) therapy and we need to 'get in front of it' is not the way to treat people...to say nothing of the people who's companies provide Oracle revenue.
I don't particularly care how many email blasts went out with 'clueless' in them. That it went out in 1 customer email or posted 1 time on a web site is 1 time too many.
MOS is currently unusable for me. I'm glad I don't have any SRs I need to open or work, so I am staying far away from it until Oracle World Wide Support can 'get in front of it' and provide their customers with a support mechanism that works.
Perhaps the lesson here is to not dismiss the 'clueless' or those talking to 'therapists'. They may be the ones who are going to tell you what is really going on.