Sometimes I think every issue submission form should be a multi-page wizard that starts with a few questions, like “Do you understand that this software is being maintained by people in their spare time, free of charge, and will you promise to be civil in your requests? Agree/Cancel”, before they can even reach an insta-complaint text field.
As long as you're not paying the party producing $software, I don't think it should matter whether they're doing it in their spare time, or during job hours, or as their primary task. You're benefiting from their work. For free. Behave.
Not that you shouldn't behave if you're paying for the work, but in that case you can expect more investigatory work from the providing party.
