[undees]

The overall feel of the sequence is a mixed bag. On the plus side, kneath offers a workaround (filtering + APIs), apologizes for initially misunderstanding which feature the customer was talking about, and doesn't promise miracles. On the minus side, the "hard time believing" and "sort of heartbreaking" lines don't sit so well.

I doubt kneath was trying to belittle his customer--which reinforces your point that customer support is hard. My original question should have been, "Why this particular title?" Was the poster holding this up as an example of perfect support, or mocking it as an example of terrible support? In reality, it was neither.