The point isn't to resolve user problems, it's to reduce the number of people taking up the time of support agents. Letting people vent in a pseudo-official channel accomplishes that. Whenever something gets resolved that was being fixed anyway, because the "industry partners", enterprise and high level customers wanted it, they can mark an issue as resolved, and generate the appearance of responsive service.

It's like standing up complex automated phone menus, you're going to frustrate a certain number of callers into giving up, and reduce the overall number of customers you have to interact with.

We need a scale reform for modern businesses - platforms and companies like Microsoft are logistically incapable of providing good service to their customers, or moderating hundreds of millions or even billions of users, effectively separating these companies from all the harm they cause.

If you can't responsibly operate a business past a certain scale, you shouldn't be allowed to continue growth. I don't know what that looks like, legally speaking, but it's necessary, for what should be reasons obvious to everyone.