easier access to their official forum would have been great.

What’s “not easy” about it? Having to click on their website instead of your own? Having to use a usernamd and password like literally every other site you log into (use a password manager)? Needing an email address (use a throwaway or something like firefox relay).

I get that people love the latest “shiny new thing” (lemmy) but that doesn’t suddenly make everything else “difficult”. Also for the vast majority of people, signing up to a forum is much easier than finding an lemmy instance, figuring out how to browse other instances, figuring out the layout (being cards isn’t always ideal), figuring out the (sometimes slow defintely clunky) search, etc…

In this instance, having a forum that they control, in a format that the vast majority of their userbase is used to, is the way to go. They are a company after all. So providing the best experience for their users should be quite high on their priority list, not using “latest shiny thing that’s still extremely niche”