[Krasnol]

I worked for a long time in IT Support and this generalisation, like all of them, is false.

If someone tells me that a program crashes in 50% of the time on launch but it's only him reporting it, it is almost certainly his problem and not a problem of the program. Especially if you're supporting millions of people.

This is not some prejudice story people make up. It is happening. Every day to thousands of poor IT Warriors on the front.

[forgotmypw17]

But it's not "his" problem or "my" problem, it's "our" mutual problem for "us" to figure out together, collaboratively, down to its root causes, which are yet unknown. (And in the future, to mitigate and prevent, using whatever means are available to us.)

[Krasnol]

Maybe. If someone choses to do so in their capacity.

But they don't have to.

On the other side, suggesting that it is a general issue with those programs is wrong. Which is what I have been actually pointing out. This gives you the chance to check your devices and seek help if necessary.

This doesn't make my comment "bad support". I am not the tech support guy for HN.

[econ]

I sometimes send an email with 1) the things that don't work, 2) terrible ui, 3) possible improvements. Most often I've moved on to similar software that does what I want.

I get responses like. 1) It works for me, 2) you should have looked at this and that, 3) no one wants that/it works fine the way it is.

The worse part is that they wasted their time reading and responding.

I've had wonderful feedback on things I've made. The funniest were people who didn't understand standard ui convention. It had me wonder if I can expose mission critical parts some other way in case the user doesn't know how a hamburger menu works.

Imagine my shock when I learn a young user conditioned by modern flat buttons thought [shall we say] windows 95 industrial buttons are decorations. You can click on that???

If I pretend it is their problem I haven't actually solved anything.

[Krasnol]

I can't work with this generalised approach as it's not helpful or meaningful.

In this case here, OP is obviously overdramatising the situation. Adding to this is the lack of details. This happens really often and the cause is many times not in the hands of the people who are confronted with the problem.

So you can assume that if someone took their time to read your complains, they would have taken the time to consider it. Therefore chances are quite good that the answer you've gotten really means that you're the problem.

I don't say there is no lazy support. It happens but just because you get the "your problem"-answer, doesn't mean it's always lazy support.