If we're talking about formal support for a paid product, I agree with you. But I don't actually know any companies that use Discord as their primary support sy

If we're talking about formal support for a paid product, I agree with you. But I don't actually know any companies that use Discord as their primary support system, usually it'll be email or some sort of ticket system. Sometimes small internet companies will have a public Discord as well, and you might even be able to get questions answered there, but I can't think of any cases where they actually promote it as the primary support system. I was referring to things like open source software, game mods, photography enthusiast communities, etc. These kinds of communities are often on Discord these days, and suffer from the problems I mentioned previously. These lead to heavy-handed moderation.