I took a look at this
message thread, and Jetta48
's response in it, which was to ask for information on how to reproduce the issue.
In many cases, when you are dealing with a support issue over the phone or via email (or a forum), you have no idea what the customer is seeing on the screen, they use their own unique vocabulary to describe things, etc. Without being able to remote in, it can be pretty difficult to determine exactly what a problem is, especially when talking about user interface elements, as opposed to something fairly concrete like an error message and the events leading up to it, presented in a step-by-step fashion. Jetta48's reply attempting to get more information from the user seems to be the correct approach to me.
I became a Microsoft MVP at the beginning of 2005. At that point, I had spent 20 hours/week for three years on a third-party support forum helping answer questions there, as well as being an active contributor on about a dozen mailing lists (maybe another 10-15 hours a week) going back to the early 1990s. So, basically, what Microsoft is looking for is several years of consistently providing good advice.
It's a baffling design choice. I normally use a darker color scheme, but had to give them up for my Windows 8 virtual machines.
EDIT: What exactly does it take to become an MVP? If it's anything more than writing your name on a piece of paper and sending it to Microsoft, that guy might have cheated.