<i>&quot;I&#x27;m just saying from a pure mentality standpoint, it&#x27;s not 100% opposite.&quot;</i><p>A customer who has paid a lot of money for a software license and a support contract has the right to demand that you fix it if it doesn&#x27;t work. They&#x27;re not being a bully; they&#x27;re just demanding what they&#x27;ve paid for. They have a right to threaten to take their business elsewhere, and to escalate the issue to your boss if you aren&#x27;t being helpful. As a developer I need to understand that this customer is paying my salary, and their business may be losing money because of a bug that&#x27;s my fault. I should have some empathy for their distress.<p>However, someone who has paid nothing for open source software has no right to the developer&#x27;s time. They&#x27;re trying to get something they&#x27;re not entitled to by bullying a developer. The developer should have no problem telling the user to fuck off.<p>So it seems to me that in these two situations, both the user and the developer are in very different mental stances.