Sometimes this is done to when they're actually is a contractual obligation. I pay for Microsoft Azure support, for instance. And it's quite common for them to refer me to Github when I have problems using their SDKs, or to just tell me they can't help when the problem lies with a team other than the one that my support case was automatically assigned to. Instead of taking ownership of the issue as a company, I have to resubmit the issue see several different ways hoping to catch the gracious attention of someone who can help.
