Thanks for the clarification. That it used to be different explains a bit.
Talking to other people usually helps, so it is strange to discourage topics about just that. To discourage individual support questions is understandable. This is not a tech support message board that is answered directly by the company. So a question about how long one's individual response time will be, is futile anyways.
And from my view, many of those topics are just that. People seeking assurance that they did nothing wrong, that it is not them, that everything is normal. Long waiting times, ok, people might not like it, but they can deal with it. But being in limbo is nerve wrecking.