What use is it?

[hotdog]

The live help and these forums, what use are they?

If you contact live support with most things you are advised to email sales
If you try get help on here you are advised to email sales

I know support tickets can be handy to track people but they take time and resources where as this forum for example could be the perfect fix for many problems.
I wonder how many of the same old questions get emailed to sales as the help section is very basic and limited in details (crap in other words) so it must be often, if there was a FAQ section on here (where questions were answered) people wouldnt have a need to email sales or request live support which are usually to busy with 15 other things to ask someone whats up with what.
If it was answered on here, 9 out of 10 times an old timer (someone hosted here for a while) could point a newbie in the right direction to find the answer, would save HG time and money

So apart from idle gossip, whats the point of these forums (unsuitable named: HostGator Peer Support Forums) or live support?