Would you mind translating your reply to dwaveyca re: above topic into English?
The best I can get out of it is that you don't allow support from users, because you don't have a forum dedicated to support. Am I correct?
No, that's not correct. Sorry if what I said was confusing.
Ultimately, the message that I was trying to impart is that we try to keep "Questions" as support oriented as possible to help answer our customers inquires. Posting something frivolous or to push ones own agenda/idea that doesn't provide any direct support to the question at hand will be moderated.
Your assumption is based on the idea that what was provided was support. If support from customer to customer is provided, we will not remove that content. If customer A has a problem and customer B suggests a solution, that is exactly what we hope to see on the Community. However, if customer A has a problem and customer B posts something tangentially related but provides no assistance to customer A, it will likely be removed.
I hope this clears things up for you. I'm actually working on some content to coincide with the House Rules to help everyone understand why we do the things we do and what you can expect to see from us going forward in terms of moderation.
In summary, helpful posts are allowed, unhelpful ones are not
The message is that customers can give "helpful" suggestions to other customers' questions. "Helpful" is defined as those the Mods consider to be 'helpful. Any response that comments on the larger picture of why the problem remains a problem, for example, the long-promised firmware upgrade or the lack of information forthcoming from Shaw, or any response that gives hint toward the number of times the same question has appeared, will be censored.
In summary, while Shaw does allow "support" from customers, it does not allow free and open discussion to flow, either from the customer's question or the mod's answer - a correction to your observation that it does not have a forum dedicated to 'support'.
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