In general the best / most actionable information is provided by peers here. Newcomers may expect otherwise.
We should be able to nominate each other for things like, ahem, phones of our choice (heavily discounted of course), or say a month's free service. Peer to peer voting. The current points program is pretty lame to me. Accessories? No thanks. Really!
I do not think the support reps are paid "the big bucks". I'm thinking they just generally get hammered by people that are dissatisfied. Imagine, if you worked at your job and all that you get were problems by people that are unhappy, and very few / seldomly offered kudos.
For these forums, a few real experts from the OEM (should come with the contract to sell their devices) or the Carrier would be really welcome, but I think highly unlikely we'd see it. You never know though.