Well, I think while asking this question on the forum didn't decrease Dennis's workload it did reinforce to me that the best option would be not to hesitate to contact Dennis, as he requests, if I were ever to have any difficulties with using one of his products or services.

Giving direct feedback in a discussion with a service provider is way better than posting on an anonymous forum in helping them to understand what exactly is going on and solving the issue.

And regardless of whether or not it's seen as user error it can lead to modifications in instructions or upgrades to make products easier to use.