The moderators are just that. Moderators. They make sure that the forum runs smoothly and people are following the posting rules. They never were intended to help when someone get stuck.
On that note, I believe that family is saying the forum members do not help each other. THat isn't really accurate as I see tons of threads in which they are helping each other. The key is to play when it releases as others are also playing. In order to see a thread you have to pop into that game forum. The odds that someone is popping into a game discussion from 2012 or even 2015 to see if someone needs help are slim to none. Or if its a current game, some questions go unanswered because they have been asked and answered multiple times already and the person asking is just too lazy to search through previous questions and people get tired of repeating themselves.
And on yet another note, I'll bet that there are lots of folks complaining they don't get help, but also don't help others. You can't always be on the receiving end.
Don't feed the Trolls