I think that's being very generous. If you've ever been in tech support, you'll be amazed at how often you'll be asked what to do when it tells me to do X.
If they don't know how to do X, then they should be able to look up how to do X. If it's something like install 3rd party library, then that's not the first party's responsibility. Especially OSS for different arch/distros. They are all different. Look up the 3rd party's repo and figure it out.
I've worked in tech support. I get that 25-50% of the cases appear to be "read the docs to me." But the majority of those is because docs are poorly written, are overwhelming for new users, or they don't understand them and won't admit that directly.
If they don't know how to do X, then they should be able to look up how to do X. If it's something like install 3rd party library, then that's not the first party's responsibility. Especially OSS for different arch/distros. They are all different. Look up the 3rd party's repo and figure it out.
But no, it's contact support straight away.