I certainly agree with what you're saying here, however, in some cases, you can understand how people(programmers) feel. It happens all too often where users blame configuration without any comprehension of how everything is pieced together and how it works, where it ends up as an issue on the user end instead. Personally I always do my best to explain to them how it works, but some people are remarkably arrogant. I'm not trying to defend poor support, but I feel people should at least try to make an effort to understand their own end before starting up a screaming contest because things aren't going their way. In the end, if you're responsible for supporting the people that use your application, don't be a complete asshole towards the people that ultimately are responsible for your salary.

I had an amazing experience a while back with support from a group of programmers that are responsible for the decryption application that my banking system uses for monthly reports. There was an issue with a dependency that they use after upgrading to Fedora 26 from 25, they deprecated the dependency completely. I sent them a mail asking whether they are aware of the issue, and if not would they be so kind to provide a solution. It wasn't even 10 minutes later and I received a professional response from one of them telling me that they have taken note of the issue, and will be working on a solution. Two days later they were kind enough to send me the updated application before it was even publicly released, and asked that I report any issues to them if I find any.