Say you bought something in a store and it doesn’t work. You call the company’s customer support. Whether you are right or wrong, two scenarios can unfold.
In the first scenario the customer support representative goes into defence mode. Without even knowing the details, they start implying it’s your fault, making you feel like an idiot. In the process, they’re making you angrier by the second. In fact, they are making you feel sorry you bought their product in the first place.