[Lutger]

At least half of the interactions that are presented as terrible, I feel are actually quite normal and potentially even pleasant. If you don't actually enjoy talking about your product with 'beginners' or even just normal people, then maybe reconsider the customer support role?

For me this reads as 'I don't enjoy voluntary customer support' rather than my customers suck.

[mannykannot]

I see only one single sentence - "others had very basic questions, answers to which were given in the description of each script" - that might be referring to situations where people were seeking either clarification (including cases where the answer was in the documentation, but not obviously so) or advice on how to use the tool more effectively, (I exclude bald requests for 'hot tips' or source code from those categories.)

For all I know, the author might have both received and responded substantively (with more than RTFM) to many such requests, but has not mentioned them here because they were not part of the problem.