I like receiving bug reports. I like even more those cases where people say "the problem is in this bit of code". The thing that put me off doing my open source project is that some people don't have the chops to sys admin their own boxes, and try to get free help from me. They try to make out it's my code of course: "I can't get the database to load into MySQL. Can you fix it?" "It's saying something about 'can't load module nnn'. Is it broken?" I try to be civil but after three or four iterations ("OK, it loads but now I get some error in the logs about 'Can't connect to database'. I wonder what that could be?") well, life's too short and I have actual systems to run, actual bills to pay.

So although your counterpoint is good I would nonetheless say the author is spot on, and there are an awful lot of rude bastards out there who don't deserve free code, let alone free support.