Feeling robbed seems to be an overstatement. - I'm also a DIY sort of person, and I agree half the fun is learning the technology (For most, Home Automation is basically a technical hobby). - Going deep into Matter has consumed a bunch of my reading time over the holidays.
That all said, I can completely understand the need/desire for paid, on-site technical support as an option (and potentially training). Especially for someone not in a technical field, working full time with kids, and doesn't have time to deal with "all the details", and just wants some automation to work. - Having someone come and solve your problem for you seems like a great OPTION to me, and will just further allow folks of different skill levels to "jump into the HE pool", with a lower starting barrier.
It really sounds like a "franchising opportunity" for HE to have "certified companys / groups" in the field to facilitate paid support - PLEASE don't make that the ONLY option, or we're back to Control 4 again - but sometimes the learning curve is a bit intimating. I came from SmartThings (like most of the players here), work in the factory automation fields, with a graduate degree in computer science, and I initially struggled getting my Z-Wave mesh stable, sorting out S0, S2 security, and moving things from SmartThings. The bit about Z-wave ghosts, getting a Z-stick, and dealing with the Simplicity tool was nearly enough for me to toss in the towel, as none of that was exposed to me in ST.
I'm very happy with my system now, Z-Wave+, Zibgee, and Matter devices, all playing nicely, and even the WAF is getting higher as I continue to add automations in RM. That said, having a paid support option, for users that want it, and just don't have time or interest for the learning curve, is, IMHO, still a good option for those that are willing to pay for it, and still gets more HE out in the field, and more sales dollars to Hubitat.
So Home Automation is a big pool, and with Google, Amazon, Apple getting in, doing anything that helps Hubitat grow, as a company, is fine by me. - Various options, for various needs, are always a good thing - but absolutely, most folks don't have time to daily visit & browse forums.
Just my 2 cents