I have a product that serves end customers and brings me some money. The software is mature, being used by tens of thousands of customers and I had zero real bugs reported during the last couple of years. Still I get support emails that are way too often undecipherable, offensive, patronizing etc.
I am trying to be cool and helpful and always answer those even though the answers are just a reference from the user guide, FAQ or generic help as people can't use their computers.
Curious at what point I should just tell them to read the effing manual/FAQ. Normally I would dedicate support person but the revenue is not enough for that. Shutting down is not an option either as it brings reasonable and steady profit.
Create an email response template, or a couple, for these poor-quality support requests, perhaps outlining the most common issues, and word it as peacefully and politely, plead, beg for the user to help improve product by providing more information about their issue.
I would use this template liberally and tweak it with time.
I would think of the people who write this type of query as being communicationally or socialy handicapped, and put in extra effort into trying to help them.
Thank you for posting your question, it's a matter I've given much thought recently.