Some of it is laziness, but some of it isn't.
In the early days of my Fractal experience, I read the manual, the wiki, the forum...until my head was spinning. Every now and then, I asked a question that, in retrospect, could have been answered by reading just the right paragraph of the manual, but I was so busy thinking about other Fractalish facts that I just broke down and asked the question. Folks were kind enough to help me along.
Sometimes I'd already read the magic paragraph, but I lacked the background knowledge and context to know exactly what that paragraph said.
And some folks are dyslexic. For them, researching through written material can be a monumentally challenging task. Some of them can save hours of frustration by just asking their question.
...and some folks are just plain lazy.
Also, it's worthwhile to note that the user demographic is changing. A few years ago, most Fractal users were seasoned guitarists with a solid background in tone and gear, and they were willing (and equipped) to make the technological leap into digital modeling and control.
Fast-forward to today. Fractal has established a solid reputation across the guitar-playing world. It's the recognized leader in its field. A whole bunch of people see Fractal gear as
the thing to have. Want to get into guitar? Got a little disposable income? Want to have what's arguably the best—to have the coolest gear, and everybody knows you do? The answer used to be, "Get a Marshall." Now it's "Get an Axe-Fx."
Then that Axe-Fx arrives at your doorstep. Now what? You've got some scrambling to do to even figure out what you're going for, let alone figure out how to make your new Axe do it. "Oh yeah, they have a forum." You dive in and start asking. Eventually, the people asking the total-noob questions find their sea legs, and their questions become more focused. But there are more and more noobs every day. Good thing too. It bodes well for future product development.