Especially SA doesn't have (my guess) a large enough community for peer-to-peer support to actually work. The percentage of people actively participating is always low.
But compared with other similar sites (VisualAssist for example) the responses from Red Gate personnel not always satisfy, in either time or quality.
Personally I see forums as first-class line to company support and only in second place as peer support (as is usual for almost all other companies). If that is not the intention of Red Gate's forums, it really should be made clear.