It’s not surprising to me at all that you get better support from fellow users…those who actually use the software for creative purposes day in day out will often have far more experience than those tasked to offer support a part of their job.
I’ve never needed Steinberg support (but have been helped by the Forum many times) so can’t comment on them directly but with other software it’s not un-common to be given incorrect advice from support lines whilst the user Forums give the correct answers.
Have you posted your current issues here?
If it’s a Groove Agent question then yes,sadly, you may be out of luck as that Forum doesn’t seem to very active at all.