Does Microsoft provide support for the xbox or are we to rely on public opinion

Unfortunately this type of situation is unusual and is not the norm when trying to contact support.

The community here is mostly for answering and troubleshooting easy single step problems and questions. anything super technical or account related must be brought to Support.

You can request a call back or chat with support (not an expert gamer) through http://support.xbox.com/contact-us If you're not seeing those options, change your category/topic.
Typically billing options will always give those options. However, bear in mind that with everything going on in the world right now, wait times might be longer.

The problem with that is there is no option to chat or receive a call back you are forced to chat with an "expert gamer". I am so disappointed with this product and frustrated with this experience frankly it's unacceptable.

Im new to the forum but i have to ask, does Microsoft support look at these posting use this to learn about user issues, provide suggestions and fixes?

Seems like all companies make the users ask questions in the community forums and rely on other users to provide the answers instead of having Microsoft product support provide the answers.