For your company, that may be the right way to go. But people don't know that.
All they know is that 90% of the time, their time and money is wasted if they go that route. So they take the shortcut. Once you have a good rep with a customer, you can bet they'll do it your way, because that then becomes the best way for them. The problem is that you have to get a rep with that customer first. That usually happens by having a problem, which is the problem in the first place.
Why did this guy think that this was the best communication medium? Do you have forums where you regularly engage your users and answer their questions? Do they know they exist? He sounds like a creative user, and most creative users visit the forums to share and learn tips and tricks.
There is a touch arcade thread that people occasionally visit, but most of our contact with our users is through email. We're planning to add a direct email link in our "about" page in the game (we already have a link to our website), so hopefully that will make it easier for people to contact us.
(We readily admit that we're pretty bad at forming a community. This is a spare-time thing for both of us, and neither of us uses twitter, facebook, or really any social service, much personally, so we feel a little like fish out of water when it comes to the social aspect of the game. We have a level editor, but no way for people to share levels outside of the game itself, and no way for people to talk about levels they make. We're getting there...)
All they know is that 90% of the time, their time and money is wasted if they go that route. So they take the shortcut. Once you have a good rep with a customer, you can bet they'll do it your way, because that then becomes the best way for them. The problem is that you have to get a rep with that customer first. That usually happens by having a problem, which is the problem in the first place.
Why did this guy think that this was the best communication medium? Do you have forums where you regularly engage your users and answer their questions? Do they know they exist? He sounds like a creative user, and most creative users visit the forums to share and learn tips and tricks.