Well, yes, most are. In terms of what they expect out of
their systems, joined with their boss' expectations, they
want it to do it all. With no effort. Easily. Intuitively,
whatever that is.

They have been trained to expect system crashes which in turn
excuses their own mistakes, allowing them to blame everything
on the IT guy.

They are effectively idiots in the manner which they expect
things to work. Just like I am an idiot in accounting,
mechanical engineering, organizational management, or
any of thousands of diciplines which I have no aptitude
or experience. I just know better than to try to allow that
lack of knowledge interfere with my ability make a living.

The problem here is that they are expected to be productive
with crappy tools, and they buy into it. Their boss tasks
them with the usage. They fail, becuase there is really
almost no chance of success. You have just joined people
who no concept of bits and bytes, being manipulated by both
M$ and their internal PHBs, who are told this stuff is
easy.

They then get frustrated, they point and click around, and
run out of time. They are pissed, have been lied to, have
been forced into a position they don't understand, AND
THEN THEY CALL FOR TECH SUPPORT.

They are angry sheeple. They feel that their particular
problem is the IT department's fault. No matter what.
And they take it out on the guy answering the phone.

No matter how smart, educated, mature the user might be,
at that point they are a BLITHERING IDIOT.

If most of the exposure that the general IT population gets
to the users is that magical moment, what would you expect
their opinion to be?