I agree with everything you mentioned. It seems harmless to me to let people vent a little. Even if it is just misunderstanding how to use the tools and you've heard it 1000 times and you just link them to another thread. Because sometimes people have legitimate issues. But you will never know if you just shut them down because they mentioned some keyword like "native". I don't often do this, but storytime. (Skip the next paragraph if you don't feel like a story.)
I used to play a game called EverQuest2. The mods on the EQ2 official forums were known to be heavy handed. One example was people requesting the Beastlord class which was a favorite in EQ1. They got so tired of redirecting and eventually locking posts which requested this class that they added it to the banned word filter. Eventually they even started banning people for referencing it at all. The community was essentially being told 1) "shut up" and 2) "we don't care." Because the community's voice was squelched (in general, not just about that), another site rose to prominence called EQ2Flames. Except it was like the darkest corners of reddit (before reddit existed). Yet, it was the only place players could go to speak freely (just before being ridiculed). Eventually, the official forums were mostly dead, and even the game devs had EQ2Flames accounts. (And eventually they even added the beastlord to the game.) But in the mean time it was a lot of unnecessary drama and stress on everyone. And for what? To enforce arbitrary rules?
I think we get so focused on marching orders (actual or perceived) that sometimes we don't consider how our actions play out in the bigger-picture human context. This Sandi Metz video really opened my eyes to some interesting things in that regard. One of the experiments she mentions was also the subject of a 2015 movie called Experimenter. It is also a fascinating watch.
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