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Well, I've known from experience a practice of reading the emails, but not replying to the ones to which there's no simple solution. It happens when there are no set policies on how to handle such cases in the company, and when it isn't a responsibility of a specific person to handle them. Then, even if you could resolve something in 5 minutes, it involves deciding a company stand on this particular (even if trifle) matter by yourself, and that's an effective deferrent if you're supposed to be doing something else anyway and only answer support emails in free time. Or if you don't know foreign langue the email is written in well. And when this happens over the years, it erodes employees' approach to support - I hope not permanently.
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