I think that the quality of responses via Palm's support section of the website IS pretty poor, and has been for several years now. In fact, when was it ever good? With my older models (Palm Vx), I don't recall ever needing to consult support since there weren't really any issues that came up.
The newer Palm OS 5 and up devices have been more complicated and had more software conflicts (why else do you have to soft reset at least once per day? Why did the reset function on the lifedrive become a dedicated button?) and as such probably caused more confusion
Despite the general unhelpfulness of their support, they still seem to be having pretty good business. So, I'm not sure if there's really a correlation there (though one would think there should be).
I'll go as far as to say that their website seems better organized in 2006 than previously; it's been quicker and more responsive (in my experience, YMMV) when searching for help questions and software downloads.