This isn't about the wand system. It's about something he thought was a bug, and refused to accept it is "by design".

And my point is the words "by design" don't convey an attitude, they convey a meaning. For years we have all seen those words as an answer, a confirmation that things are working as intended and we need to use the tool within that framework. There is a send of immediate finality to the words "by design" even if the design ends up changing years down the road. This one guy could not grasp the meaning of "by design" - he only saw an "elitist attitude".

I think you are bootstrapping this into something more than it is because you have a customer service related agenda. IMO this particular topic is a poor fit for your agenda.