I get what you mean, and I agree with you that Discord shouldn't be a company's primary support system. I also haven't heard of any companies that do this.
The issues I described come up when you have a community that occasionally offers help. For example, there might be a Discord devoted to a game mod. People can gather there to hang out with the mod developers or just talk about gaming. They sometimes answer newbie questions, too. If you come to take advantage of their generosity, you should do it with the right attitude and respect-- just like if you show up at a game shop in real life hoping someone will teach you how to play Dungeons & Dragons.
Right, but this is not a problem for IRC which sort of does the same thing.
And IRC has solved this problem for like what 40 years. The issue, I think, is discord servers have variable and unintuitive rules that users fail to understand.
I think I like protocols that follow the robustness principle in being accepting of lots of different inputs.
The issues I described come up when you have a community that occasionally offers help. For example, there might be a Discord devoted to a game mod. People can gather there to hang out with the mod developers or just talk about gaming. They sometimes answer newbie questions, too. If you come to take advantage of their generosity, you should do it with the right attitude and respect-- just like if you show up at a game shop in real life hoping someone will teach you how to play Dungeons & Dragons.