I love the implication that thousands of people, from a broad spectrum, who all had the same negative experiences with what was obviously a serious endemic problem with the site, all just needed to understand the policy better. That was clearly the issue.
If thousands of Americans travelled to a tiny country where cars drive on the left, and all tried to drive on the right as they do at home, would that make the country in the wrong? Would it be a "serious endemic problem" with the country?