This article misses a lot of nuances:
* People can and do develop software without formal training and there is little that can be done to change this
* PEBCAK: problem exists between chair and keyboard, e.g. the user didn't bother to learn how to use the software
* interaction between software that was written independently (the cookie example: is the bug in the browser or the web app?)
* bad specifications
Biting the hand that feeds IT
