A very good piece! 😃
This describes the huge gap between knowing and not knowing, and the paradox of the learned mind: The wiser you get, the more you tend to project the same capabilities to those you communicate with.
In defense of CUPS (never heard of it before) and the opensource method:
One gets what one gets, and one probably never paid for it. The person(s) coding the software might be experts or beginners - who's to say? And who's to complain?
But this field is very important, and I think the author sums it up pretty good in this sentence:
To understand why, you have to stop thinking like a hacker for a few moments. Cram your mind, if you can, back into the mindset of a clueless user.
That IS difficult...
knutm :-)