"Read the Manual!" What Manual?
http://www.pcworld.com/howto/article/0,aid,47513,00.asp

Manes, Stephen
PC World
2001

Abstract:

Customer service shouldn't begin when you have a problem. It should start when a product is built, so that you don't have to futz around on the Web or wait on hold to get answers. One form of that service is good product design. Another is a great manual.