I hold certification as well as extensive in-depth training in Word's features by specialty groups (who wouldn't make a dime if the program was as obviously user-friendly as some think), in order to support a number of attorneys; I can wholeheartedly say that Word STILL does things that mystify me. When users express frustration at not being able to find the tools to deactivate things or make it do what they want because the answers seem as obscure as doing the chicken dance by the light of the silvery moon on the 5th midnight of a leap year, I can feel their pain. What user is going to know by experience or intuition that Word's header and footer are constructed on a different layer than the body of the text, and that this layer extends into the body underneath or over the text? Or that the first page of a document is treated as a seperate entity from the rest of the document entirely?

It's more than RTFM, Word has some funky construction and features situated in illogical places. End of story. Even if RTFM were the case, there's no good excuse for rudeness when serving people, whether they be users or fellow IT who aren't familiar with something.