First, glad you got some help from the "horses mouth!", despite my miss-typing.
"Support Forms" should be "Support Forums". Calling Apple Support can cost money if you are not covered by Apple Care or if you are beyond the Phone Support time limits. Apple Forums are hosted by Apple but not usually monitored by them. They are similar to TS except magnitudes larger. That is both an advantage and a curse. Being so large, they will quite often already have a topic that concerns your problem with anything made by Apple. But, being so large, it may be difficult to find the area that has your problem and, even worse, you may come upon a 20 page list of "answers" that weave all over the place. Some threads may actually have the answer you need but it may be near the middle of those 20 pages, hiding in plain sight! Still, because of the depth of questions, I usually find an answer there. The commenters are also 'graded' by various measures, not just how many posts they've made, but also by how many useful answers provided.
Another problem with the Apple Forums is there are often many questions that don't grab anyone's attention for weeks. The biggest problem with TS is the rather small number of people who visit daily. Help get the word out when you do get a useful response here. That's the only kind of 'advertising' we have at TS.