ncm: The users I'm talking about are quite different than the ones diablod3 are talking about. I have a good deal of experience working with and helping users of all kinds, the easy to deal to the near impossible. When I speak of trouble users, I'm talking about the ones we get in Gaim pretty often who come in, tell us our program sucks because X doesn't work, and then do one of the following: 1) Flood our channel with bots, 2) Threaten our lives, 3) Threaten something else, like our IM accounts (and one guy has been able to take them time and time again through a method in AOL), 4) Go around to every large channel on the network, telling people we said things we never said. I have had all of the above. I've had two people try to stalk me and threaten the lives of my family. Why? Because their version of gaim crashed, a new one wasn't available right then, and they couldn't handle that.
We help our users, and the people are happy. The trouble user I'm talking about is not the every day user that a project gets. It's the every-once-in-awhile who threatens us, and despite our best efforts, we cannot help them, for they have already decided that they're going to cause us trouble, and are actively pursuing it.