Otter
I think if you stand back and look at it from a different stand point, you will have seen that Kwinn mentioned and made clear that those kinds of questions are good and wonderful things to ask. That he wasn't against such questions being asked and they should be. However, his arguement is toward the manner those questions are asked which is in an extremly angry tone where cruel words and attacks on EI's incompetence occurs... that one can make ask the SAME question, and be calm and direct about it. Rather than ask the question in an explosion of anger and hate.
Some of the things I've seen here remind me of horrible customers I've had working retail. The customer is trying to get an answer by being loud and abnoxious hoping that in doing so they will embarrass the employee and catch him/her off guard in order to get what they want. This usually yeilds results, and some times it doesn't.
Now there are those customers I've had in retail who had a problem and when they voiced them to me without making me feel like an dolt, I bent over backwards trying to get them what they needed. I'd even go to people over my head for such things.
That's all Kwinn is really saying in my read of his post. But, that's just my read and everyone has their own version of it.