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If the problem reported is real and affects many users, then I don't see how refusing to fix it because the person who actually reported it is an ass is reasonable. You are essentially suggesting that all users who experience the problem be punished because the one who reported it is a jerk.

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No, I like it. The jerk is shut down and not rewarded until he can communicate like a civilized person. The person who shuts him down can still pick up on the complaint and get the bug fixed for everyone else - and if not, then any widespread problem will eventually have at least one polite request entered, right?

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