I've always found forums easier to read anyway.
You are not alone
In fact, whether recognized by some or not, the Web has already become the
predominant platform for people to search answers (especially amongst
non-techie users), and again, the company is very slow for adopting the real
life user trends, so it's a long overdue move.
Up until now, they might be the only major (technology) company that has not
established any serious Web-based support communities. That tells you how
slow they are, and partially, thanks to their royal and outdated techie
supporters.
They also try to bundle/force Live service with the support communities,
which in my humble opinion, is a terrible move even though I have been a
paid MSN premium customer since its birth. And using MVP's as moderators is
another joke.
Synergy used to be the company's strength and now becomes a great liability
for the extra burdens that they need to include from other
solutions/products/business units.
The company has become a dinosaur that simply cannot adopt today's
environment.