To be fair, I blame poorly-designed UX.
Technology should not be harder to figure out than a toaster for normal people.
@ephzero Toaster might be a bad example. But everyone is fine with reading the manual if they buy a new TV, dishwasher, washing machine, etc. Yet they expect that something way more complex, a general purpose computer, will just work? I remember the early days of PC's, you got real manuals with each computer and software and people actually read it. I'm not against good UX and agree that it should be as easy and self explaining as possible. But don't expect the impossible.
@ephzero They also don't understand that the person they ask for help is usually lacking 100% of their context. Then they complain about support persons asking questions about obvious (to them) things to which they can't or don't want to provide answers when you want to trace back to the original problem they had and started to solve in the most mysterious way imaginable.
"I appreciate SDF but it's a general-purpose server and the name doesn't make it obvious that it's about art." - Eugen Rochko