I can echo this. I run a smallish app with a decent following, and once in a while I'll get a "Your worthless app lost all my data, @#$% you!" email. A simple,

I can echo this. I run a smallish app with a decent following, and once in a while I'll get a "Your worthless app lost all my data, @#$% you!" email. A simple, "Hey, sorry to hear your having problems...tell me what's going on" does wonders. I try to remember this when I interact with people in any medium (including in-person). Snark/anger/sarcasm are often just the envelope for the content of a message. If you don't let it affect you, you can respond to the content of the message, not the delivery, and break down a number of walls instantly. And as a bonus you're not giving someone else control over your emotional state. That said, some people are just abusive idiots and you kind of have to have a sense for when you're wasting your energy.