Originally Posted by Irene Rogers
I think that using forum for support purposes is justified if you offer some plans that don't come with 24/7 support. In all other cases, I can't imagine a situation where someone would prefer spending time and searching for a solution on a forum (without any guarantee that the solution will be found) instead of just contacting support and getting any questions answered right away.
Personally, I'll look through a forum or do a google search before contacting support. Its usually faster.