Building a product doesn't magically change your role. Devs are not customer support.
What you're saying is basically that the ability to do a task means you technically should do that task. I can definitely mop, but that doesn't make me a janitor, not even technically.
Worse, a software dev may have no experience with IT-style troubleshooting. I've seen this first-hand. And there's no telling what assumptions they might make about how much users do or do not know when offering advice.
What you're saying is basically that the ability to do a task means you technically should do that task. I can definitely mop, but that doesn't make me a janitor, not even technically.