I had an experience with a certain keyboard manufacture’s tech support person where instead of acknowledging the bug or trying to find out if it is indeed a bug the person said that the user does not know how to use their keyboard and did not read the manual.

That was said without the tech support person knowing how long I have been using the keyboard (6 years) and was probably made because in explaining the problem, I said that other people were telling me why I don't use X brand of keyboard instead. In fact, the reality was that I had indeed read the manual from front to back.

Maybe that's the way it is with most manufactures?