TiVo and it's ignored community

Well, these folks have definitely read The Cluetrain Manifesto: The End of Business as Usual or so it seems from their article How to Ignore Your Best Customers, the TiVo Way (Part 1) Many of the ideas they talk about being good are the things I was thinking about after reading that book. I think I need to find some time to re-focus on some of that and pushing it through to our Sales and Marketing people. A well supported community is much better than trying to constantly support your end users. If someone else can answer the question why not let them? Why not capture all of this knowledge for everyone to see? It's worked so well in open source software, why can't it work everywhere?