You're absolutely correct, and as someone new to the forums it's incredibly frustrating. Any time I see a post and think, "oh, that might have the answer I'm looking for", I open the thread and it's nothing more than someone saying, "please contact support".
This is not how forums work. In fact, yours *don't* work, they just frustrate people looking for answers. Not having forums at all would be better for your company. Seriously.