[__david__]

I don't think this article assumes "users are stupid"--I understood it more as "many users are bad communicators". I also don't think developers necessarily have an unrealistic assumption about the technical understanding of their users. That doesn't mean that it doesn't get frustrating sometimes.

Your mechanic example isn't convincing to me (I don't remember ever feeling belittled talking to a mechanic or dry-cleaner). Trying to debug a problem that someone else is having with your code is more like a mechanic trying to fix a car solely by talking to the owner on the phone while the owner, who doesn't know the ins and outs of car maintenance, has the hood open and is holding the only wrench he owns.