Indeed, SE support seems to be spotty at best. First, their own techs via e-mail and chat support have little to no knowledge. It took a crap top of bitching, whining, complaining, and pleading before I was connected to a FF11 (yes, 11) Tier 2 support rep who was able to finally diagnose a problem I was having. Even then it was presented as, "There isn't an official fix for this, but some of the guys here found that if you..."

Also, the technical support in the forums isn't staffed in any way shape or form by SE staff. The only time I have seen an SE rep post in the technical support forum is when they post, "This thread has been moved from In-Game Bugs to Technical Support because the Dev team feels that it is technical issue, not a game design issue."

Finally, the forums do not offer us any means by which to provide basic support; that is, sticky threads for common things. How many people click "play" and nothing happens? How many people use integrated IntelHD graphics on their laptop? How many people just need links to nVidia or AMD for more recent drivers? Yet each of these has to be handled separately as they come up and the official support site has neglected to keep up with common problems, offering only generic solutions to every problem that in most cases don't help.

/soapbox