Mark Harr (8/19/2013)
...Yet when we are users of software products, and it does not do what we expect, or we cannot extend a feature to do something similar but for our use, some of us think the product is broken. Some of us cannot empathize with the developers of that product, recognize they had design decisions and tradeoffs, and probably did the best that they could (even if it would not be what you would do in same or similar situation)....
This is one reason I am careful with reviews, and wouldn't look to completely say a product is great or horrible. The use case I have, may not fit others, and may not be what the tool is designed for.
I believe Steve's point was to have some empathy for the other side when you use a tool or package or website or mobile app. The other side of the server has real people, just like you (and probably griping about your product).
Yep. We often complain in a way we wouldn't want our users complaining to us. And we wouldn't respond to those complaints.