My feeling is that going to the forum with questions that might be more rightly aimed at the support team makes perfect sense.
There is the potential that many people can be helped by the same guidance. This is good on its face, AND, theoretically, this would free up resources within support to better focus their efforts. One example of this would be to have a robust participation in the forums. While I know there is some of this already, the community seems to be crying out for more, and to really SEE that Trimble is in the conversation.
Here is a great counter-point to the way Trimble seems to handle technical, support, and use issues: In our fab shop, we have a production CNC machine. ShopSabre, the manufacturer, maintains a private Facebook group, which functions not unlike this forum. The way it is different is that there are numerous active participants from the company in these conversations, giving guidance and, where necessary, reaching out privately to help individuals with programming or technical issues that are better discussed one-on-one.
ShopSabre’s brand loyalty is absolutely amazing. People LOVE this company. They make great machines, but as importantly, they are always reachable, and active in the community of users.
There seems to be a great deal of unhappiness with Trimble on this forum, and it seems to come from people that love using SketchUp (even if they dread using Layout, which is another story…). Maybe Trimble should look to ShopSabre for some guidance about how to build a satisfied user base.