In the 1990s, software products came with printed manuals. Many also came with help files accessible through the program. There were also books that extensively described the features of the most popular software.
By 2110, printed software documentation had gone the way of the dinosaur: extinct. That left typically measly help files and online support sites, include forums where finding anything was often an exercise in frustration, as search engines seemed incapable of properly pruning results.
Microsoft has been notably remiss in not providing adequate documentation. Most feature requests for its Microsoft Office suite of programs already are features.
A dearth of documentation leads to reliance on technical support, which often resembles entering a lower level of Hell.