I think sometimes the company doesn't know what to do or doesn't care. But they have to make some response. So they just ask you to do a load of busywork, to keep you out of their hair for a while.
The other side of the coin is that support gets an ocean of lazy/unrelated/confused support requests that the engineer cannot help with, and responding and explaining that eats up a huge amount of time. I don't know that I agree with putting up barriers to reach support, but they are trying to address a real problem and I get where they are coming from
i remember we had similar issues at my 2nd to last job a bit ago. we would often times try to reduce the friction, but it built up and built up until, one day, there was zero chance of reaching anyone worthwhile. i wish we had gone back and really focused on providing as much support as we provide in product!!
sometimes we're aware of an issue and management has decided its not worth the effort to actually fix it, but also management doesn't want support to straight up tell people we wont help you, so they basically obfuscate
