She Who Puts Up With Me works in Quality Assurance at a software company. She used to run technical support, and still holds on to a few tech support duties.

My company, on the other hand, does a fair amount of work in usability testing--particularly in automated customer service systems.

About every six months or so, we have a conversation exactly like this:

SHE: You wouldn't believe this crazy customer we've got. He's upset because our software does [some reasonable but mildly counterintuitive behavior]!

ME: Maybe he's got a point. Wouldn't it make more sense for the software to do [a more intuitive but harder to implement behavior].

SHE: But would it really kill this guy to do [two or three step process to accomplish something which could be a single step]?

ME: Probably not, but you can't expect everybody to be a power user.

SHE: They should at least be smarter than a brick. How come you never give me any support on these things?

ME: Just put "User must be smarter than a brick" on the System Requirements. Then you can tell the customer that he doesn't meet the minimum system requirements.