There's context not being considered here: a lot of the problem occurs in HOW the request is framed.

We've actually had new users barge in with "this piece of crap sucks! Why can't I do _______ [insert one of many complaints here]??? People who say this is a good phone are liars!!!!"

Yes, these posts do appear. All too frequently. I don't blame anyone who responds "rudely"... although in a perfect world we would all take a deep breath, find our center, and respond with love and understanding.