That's an issue we've been fighting for who knows how long, really.
It's not plug and play, and it's not near the simplicity of WP. However, the standard information available makes it "seem" like someone can duplicate wordpress.com in 5 minutes or less. That just isn't the case.
Where the balance lies, I don't honestly know. It's been a topic of great debate, many times.
Unfortunately, the powers that be aren't going to tell someone flat out that it's server level software, and requires a good working knowledge of several things.
While the "normal" WP support forums may hold hands and sing songs while explaining how to change a link color, or make a basic file edit, that's just something that reg's around here "expect" you to know if you want to be a blog host. Unfortunately, MU has been brought to the attention of many a user that then gets the stars in their eyes and big dreams of being a big player. All with a simple 5 minute set-up.
The downside is that they come here expecting that, and quickly find out that no, shared hosting is not recommended by any regular member here. For many reasons, but that's another thread.
Then they find out that they need to know how to troubleshoot problems, know a little bit of PHP, and several other skills that overwhelm them.
Some dig in and are ready and willing to step up their knowledge. For others, the challenge is too great for their situation. It's nothing personal against an individual, everybody can't be a master of all trades. However, there are certain things that someone should be at least comfortable with if they truly want to make a great site based on MU, and there are plenty of resources out there to help get a basic grasp on the basic skills that are expected and needed to run the software.
Like I said, some dig in and learn. Others can't/don't/won't, so how are they to support their users? They can't, and turn here for an answer when supporting their own users is really their job and not yours or mine.
Unfortunately, MU isn't for everyone, as much as they would like to use it. If they truly want to use it, they dig in and learn some basics. If not, they usually end up going another route and giving up on MU. Not because it's a bad project, but because they got in over their head without realizing it, and had not a clue that it is more advanced than they could handle. In turn, they get a bad taste in their mouth, which leaves a lasting impression.
Sometime, and I'll admit it, I'm pretty direct with my postings. This stems from several reasons, really.
1) Someone can't take the time to make a search for something that has been answered 1000 times. And if a topic on the same thing is on the front page of the forums, stand by.
2) Due to multiple native languages amongst users here, and not everyone speaking English as their primary (yet all post are in English, and should be to reach as many possible people as possible), I take the approach that being more direct is better overall for non-native speakers to be able to understand or translate. I won't deny that I read some posts and just can't understand what they are trying to say. Nothing personal, it's not their fault, but if I can't grasp what they are trying to ask or respond with, I just move on.
3) Spoon feeding. This isn't the main WP support forums. This is a forum for an advanced level software, and unfortunately there just isn't time to teach the basics, and wading through 100 posts of things that should already be known creates an even further frustration for people trying to find answers. That kinda one of the reasons I started my own discussion forum for advanced issues. So we can talk about and hash out true problems when they arise, and then bring back the solution here. Instead of wading through 4 or 5 pages of something to try and piece together a solution, the entire solution is right there in the first post. Granted, we also shoot the bull quite a bit there, but that's beside the point. When an issue comes up on an advanced issue, we can hash it out and then bring it back here. If someone wants to read through the entire thread over there, they can.
OK, that was longer than I thought it would be. lol