There's a selection effect here in that smart-enough users won't bother contacting support if they work around an issue on their own, or if something is actually a non-issue for 99%+ of the user base. The ratio of usage and support contacts can be monitored. I fear a lot of devs develop unproductive mental models of the user purely from a minority sample.
Sure, but whenever you can make life easier for those who have are having hard time without making life harder for those who aren't, you should do it.
For example, no power user benefits from having to use work arounds to make a product function. It's an annoyance to them, and it's an insurmountable obstacle to others.
