"Please visit our Help pages to learn more about publishing your book on Kindle Direct Publishing. If you are having trouble finding answers to your questions after visiting the Community or Help, send us an e-mail by clicking the 'Contact Us' button on any Help page. At this time we do not offer phone support, but we are dedicated to continuous improvement to the Kindle self- publishing experience."
Considering most of the questions posted here, I don't think it at all strange or surprising there is no direct phone support. However, if KDP feels an e-mailed question (via the Contact Us button at the bottom of the page) merits a conversation, they can temporarily enable phone service, but it's always them contacting the KDP client, never the other way around.