At the beginning of March, Blizzard laid off 600 positions from the company in many departments, many of which came from the customer service and community side of the company. The official response and reasoning for the layoffs is internal restructuring of much of the way World of Warcraft's customer support is handled. Restructuring could mean a lot of things, after all, so the vagueness of what was happening threw people off.
I surmised that one of the reasons for the sudden downsizing of customer support had to do with the development of new, better, and more automated tools that perform many of the mundane repair or restore jobs customer service was previously responsible for. Staffed for a new subscription number and armed with a more stable infrastructure, account recovery tools, and now the automatic item restore feature, the Blizzard customer service team was able to shed personnel and keep expected services active.