I can understand your frustration when you need help but I have found that due to WA being in a different timezone the forums can at most times be better than the previous supprt system.
As with any support system you have to wait for a reply often within 24 hours but due to timezones this coul be longer. The forums often lead to someone other than a support person from WA solving or trying to solve your support question.
The answer then can help more people over time. Therefore offering a far better system.
We all get frustrated when something doesn't go quite right and need support fast. So put as much details as possible in your post and I am pretty sure someone will pick it up pretty quickly and help.
The other solution is to pay far more for the extensions and get faster help or even WA restrict help to problems with their tools only rather than helping with other issues and how to accomplish tasks. They often help with custom code etc on thee forums where I am pretty sure most would answer with "beyond the scope of...".
Mike
