This article doesn’t surprise me.
The SharePoint product doesn’t sit on top of the technology stack- Exchange, Active directory, IIS, Office 2007, Win server 2003, but actually engrains itself within these technologies. Therefore if the alerts are not working in SharePoint, a call to tech support puts you on the SharePoint support system, when in fact it’s Exchange that is not working. A few days go by of speaking to the support folks and not much process, as the guy on the phone only knows about SharePoint. It’s only when you complain that you need both product teams on the phone is when any progress is made.
The article talks about the demand was unexpected, but it’s the whole MS support structure that needs to be reviewed as MS’s products become more integrated.
However on this note, it’s better than trying to get the product teams from Novell and Microsoft on the phone together.