I tend to agree with you for the most part.
There have been User Groups providing customer-to-customer support almost as long as there have been computers.
Most of the time, the answers I receive from the community forum are received more quickly and are of better quality than those I receive from first tier support in the more formal support channels.
On the other hand, there are some companies that use the community support as the sole means to provide support, and the community has little or no employee involvement. Those companies, the ones that use the community to hide from their customers, I do not like. And I avoid their products.