chicken,

Being polite is better than not being polite, but the way I see it, all user complaints are valid and are better not taken personally if possible. Maybe you as the developer didn’t do anything wrong that contributed to their problem, or are not actually in a position to resolve whatever their problem is, but it’s worth keeping in mind the bigger picture: how well peoples computers work to benefit their lives.

If someone is getting upset that they have to spend time troubleshooting, maybe because they didn’t understand something or made a mistake, there’s definitely other people going through the exact same less-than-ideal experience and not saying anything about it. That’s information about the state of how well things are working and it’s better for it to be out there in some form than not.

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