I posted a question on the forum and many people tried to answer-- all with good intentions -- but unfortunately the problem didn't get resolved. Then an administrator suggested something equally ineffective solution, but also asked me to write to support if that didn't work.
When I contacted support, they only partially understood the question, but their answer was within target and with that help I was able to get straightened out.
So all the activity you see may not be in the forums; i.e. their support cannot be judged solely by their forum. Sometimes, the forums take on a life on their own with a lot of people with a lot of time to try all kinds of possibilities -- but support, especially free support, need to pick and choose what they tackle and strike a judicious balance to help real users with real problems and to satisfy people'e curiosity.