> It would be much better to just publish a good knowledge base. Yes, but a lot of companies seem to institutionally incapable of doing so. The number of FAQ p

> It would be much better to just publish a good knowledge base. Yes, but a lot of companies seem to institutionally incapable of doing so. The number of FAQ pages (or worse, FAQ apps) I've come across filled with questions that no human has ever asked about a product, but instead list all the questions that the marketing department wished people would ask about their product because the answers paint it in such a good light, is astonishing. The trouble with an actual knowledgebase that helps people who are struggling to use your product, is that it broadcasts to the world the ways in which your product is hard to use. And that just doesn't look good. So that info is either not published at all, or made deliberately hard to find, in order that people can't figure out where the warts are.