I will say--as someone who has fielded late night troubleshooting calls--I totally understand OP's point of view. It's reasonable to expect that you will be able to answer questions about something that you ship, or brainstorm ways to solve a problem a customer is encountering while using something you provided them.

The obvious counterargument is "well, just ask the AI for those answers," but the AI lacks the context and experience that you have. Sometimes, genuinely, the user really is just "holding it wrong," but none of the current AI models would ever admit that, and you'd spend hours trying to solve an unsolvable problem.