The problem here is that different people have different expectations. If you can fix my problem in 30 seconds and I don't have to waste 5+ minutes of my time describing the problem when you've already seen it and know the fix, I would prefer that you just stop me and fix it. However, that other guy obviously doesn't care about saving time, and wants to waste your time and his by venting and a known issue. Unfortunately, there's no way to know which type of service a customer wants unless you already know that customer well.
