nothing to do w using the forum vs using the in-game Customer Service. (the latter is a necessary step in all report-a-player cases regardless.) River (and Reveille) are correctly reminding folks that PM's (on the forum) are appropriate for topics that publicly (on the forum) are not appropriate.
But, if you do want to discuss the merits of using the forums vs not, I would certainly encourage players to utilize all available resources if they are experiencing a problem. Obviously I'm biased.