Good points but I don't interpret Bob in the story as being representative of all users who file issues, or of being an egotistic prick. Bob is one example of a

Good points but I don't interpret Bob in the story as being representative of all users who file issues, or of being an egotistic prick. Bob is one example of a seemingly-entitled user, who may be common or uncommon but certainly exists. And the article goes out of its way to sympathize with the stresses that Bob is under, and suggest alternatives that may work better for Bob and others.