Maybe. Who's at fault when the problem was inadequate resources to get the job done?

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?

There are always inadequate resources to get the job done. But if you take pride in your work and the finished product, then you owe it to yourself to talk to your end users directly, regardless of whether you're the front-line implementor, middle management or upper management.

You haven't served in many retail/customer-facing roles have you?

Check out my CV and tell me ;)

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.