i encourage everyone to be like that.. when this does not help you can always 'scale up' your dissatisfaction in subsequent calls :)
I suppose that falls into the general "walk a mile in their shoes" wisdom.
The front-line implementor grunts in engineering whose rushed code is directly at fault? Middle management who wanted to keep their jobs and so didn't bark back? Upper management under pressure who found out too late that they'd over-promised?
Distant, disconnected ownership focused on the bottom line? Consumers in price-driven marketplaces? Economic theorists designing stock markets which aggressively sever any sense of local responsibility and turn publicly held companies into uncaring machines? Whatever or whoever created this cruel hard world?
Who among all those needs to have their noses rubbed in it when end-users suffer?
You may be misreading this thread/my comment though. The person receiving the angry support call is indeed unlikely to the one at fault for the customer's issue. However, the post you were replying to was making the point that it's good for the people who actually build the product to experience what it's like to support that product's users.
On the other hand, support duty means you're regularly interacting with people who have problems with your product, and they will commonly be either in a bad mood (due to stuff not working) or just run-of-the-mill assholes (because that's the people who tend to complain). That doesn't necessarily endear them to you, especially when you're not high on socialisation in the first place.