I guess it's mostly about how the complaints are presented. If the post is civilized and constructive I've found you get pretty reasonable replies. But way too often people come here just to vent. They're pissed of because feature X that they had with their previous device Y doesn't exist or they don't like how something works and label the whole device crap in the process. That's when they get jumped on, because there are quite a lot of happy users to whom that feature X might be trivial and have the device for entirely different reasons.

Just an example: "This phone doesn't have X, this is complete bull****! Android has this, how dare Nokia release this kind of crap! It's unusable for me because of this!"

Now how do you answer this? You can say that maybe the feature wasn't a priority, after all it's just a matter of time and resources. But will they take it for an answer? No. The second option is to just say they might be better off with Android then? But in the end there just is no answer that will satisfy them. I usually just stay quiet.