maemo.org's job is not to provide frontline user support. Now, of course, users (both the enthusiast and plain-old end kind) will end up here and help is something we've always been very good at providing, but supporting end users is not our primary mandate nor is it something that we can always help with.

Again, I think this is a matter of definitions. Pure end users and enthusiasts are two different groups which I find people here tend to confuse. Pure end users just want a phone they don't have to think about, when they want support, they're not interested in learning they're just interested in making their phone work. Enthusiasts (no matter their level of knowledge) have a different mentality. They'll willing to be engaged, they're willing to learn, and they're always looking for something more.

maemo.org does not cater to the pure end users. Why? Simply because it can't do that while still being the amazing home for enthusiasts it's always been. There are channels to serve end users, but maemo.org isn't one of them, and it's a disservice to the community and to those end users to pretend it is.

Nokia Care (whether they actually do or not is a separate issue) exists to serve these users, they're better equipped for it than we are and feedback provided through them is more effective.