You've nailed it, except I still think it's a feature not a bug. I think you might think that way too, if you'd been involved in an open source project with tens of thousands of non-technical users.

I love them, really I do, but it only takes 0.1% of the user-base to naively believe that it's easier to ask for help than to RTFM, and bang - there goes 110% of your time dealing with them.