Originally Posted by robko
There is a delicate balance required there. If nobody else is having the problem or it's not reproduceable by others it would suggest the problem is with their specific hardware or something is corrupted on their device which may suggest possible immediate solutions (reset/exchange device) rather than waiting for a new firmware update. But I agree that telling someone it's their fault and they shouldn't do whatever they're doing isn't helpful.
If someone reports a fault then it's perfectly reasonably for other people to say if they have the same fault or not. Saying that they don't have the same fault is still valid, as this might mean that the fault is specific to one particular device or that certain conditions (settings, specific e-book, etc) might be causing the problem. This should cause the person to go back and try to figure out what's different about their particular device, it's not meant as saying that it's the original persons fault or that they're necessarily doing something wrong.