Why is it not the right place?
Sifting through the forums is incredibly inefficient compared to looking over customer feedback provided using the channels that are dedicated to that kind of thing.
I'm working for a software company and we experience exactly the same (stupid) customer behaviour: Instead of getting in contact with support which would guarantee them a response within 24 hours, they post rants on some obscure user forum which we (the developers) find out about weeks later (if at all). Had they used the official channels their questions and problems would have been dealt with a long time already.
It's funny really: People are complaining all the time over bad support but they don't even try to actually get it in the most effiicent way. Imho, that's because people actually enjoy complaining.