Not really. This has never been the preferred channel for official support. As I understand it, this forum started as essentially a place for user-to-user self-support, which is now common practice throughout the software industry.
The X1 folks sort of blew that notion out of the water by being much more actively involved than the staff on other forums.
While you can get help here with problems, the message has always been that you should use the official support channels if you hit something really sticky. You are supposed to pay for that help, but somehow this seems to slip from the X1 memory, possibly because the techies there almost seem to enjoy grappling with new challenges and don't like it when their software does something cranky.