"If they give the same level of support they have in the last two years, where is the cost?"
Perhaps you didn't read all of what Armstrong said.Here's the applicable part:
"Another area where our relationship with Mattel has changed is that when we first came out of Mattel we continued to rely on them for those services I mentioned earlier simply because we didn’t have them ourselves, particularly order fulfilment, customer service, and technical support.We have just in the month of May, switched all of those issues out of Mattel.So it used to be when you picked up the phone and called customer service person, you were in effect talking to a Mattel employee even if you were talking about Ultimate Family Tree or one of the data CD’s or one of our on-line products.Today when you call that number, and speak to somebody,if you are calling the right number, which is the number we have always published, you should now be reaching the employee who is working under our direction.And we believe that this is going to enormously improve technical support."
He earlier described his dissatisfaction with Mattel's support. Give the guy credit where credit is due...