Which merely begs questions about the level of resource the business allocates to customer care. If there aren't enough people to do the job properly, then they're not doing the job properly. It's not rocket science.
The problem with 'community support' is that it is by no means guaranteed that any particular reply to a problem is going to be helpful. Checking only as far as a thread's last posting date - and setting this as a business-as-usual process in the handling of online support - is ham-fisted at best and at worst, shocking in depth of incompetence for a company that makes so much of its revenue out of the interwebs.
Whoever set this policy quite obviously does not understand how internet forums work.