I assume you’ve never done technical support. The customers who think they know what they’re doing fuck things up so much worse than those that don’t. They don’t listen and they do so much more damage. They know they’re right and they are so entitled to what they think should work. They’ll tell you what they did and the logs or outcome or reproduction will prove otherwise. The loudest ones are always the ones who fucked it up the most - it’s just defensiveness.