I don't think that there is an official view, but I think that most users would do what I usually do and direct the query back to the general forum. I point out that more help is likely to be available that way and that the discussion may well be of help to others with similar problems either now or in the future
Having said that, there have been a couple of occasions when I have responded to personal requests for help and have continued the exchange of messages as PMs.
Ironically, one reason for doing that would be that I felt that the user was getting too much confusing advice in the forum even if the advice was well meant and correct.
Ultimately I think that it is a personal decision