In general, I absolutely agree with you. It’s basically an instance of “the customer is always right”: if a smart customer can’t get our product working, there is a problem with the product. But this post made a much bolder (and wrong) claim: “the product has a number of major design flaws that mean that it literally cannot work”.
Dylan16807|1 year ago
"part of what’s going on in this post is an arrogant guy who thinks he knows better than everyone, coming to snap conclusions that other people’s work is broken"
He's probably wrong about why it was broken, but it was broken.
And it's not exactly "arrogance" to give the best explanation you have, in a blog post about something else, while not mentioning the company name.
lmm|1 year ago
That's going too far. If the customer misunderstands the product or misreads the documentation, that's something worth addressing, but "broken" is not an informative way to describe it.