Yes and this should be commended, along with the Nero SDK guys in their forum. We should all encourage technical support staff to at least come and surf and lurk in the forum if they are allowed internet access. We must however remember that their management might frown upon a visable presence in the forum.
So if you are on the phone with them, let them know which forums you think they should be reading. There is nothing quite like direct customer feedback to get the pointy haired bosses thinking. Even if you don't have a problem with your drive, or are wildly happy with it, be sure to communicate that to the sales and marketing staff and tell them which forums and reviews you find the most credible.