I mean, I guess I get it because when I did tech support people would constantly tell me obviously wrong stuff and eventually I tuned them out. But what a frustrating experience.
Granted someone who's good at troubleshooting should be able to judge the relative understanding of the user just like a good doctor should be able to judge the reliability of information coming from the patient.
Exactly! A good doctor must be able to read people well; their communication style, presuppositions, personality, and this will help the doctor determine if someone is exaggerating their symptoms, understating their pain, etc. etc.
Unfortunately, medical schools simply do not select for someone with this skillset, and this is not a new problem: "For decades, the medical profession has debated whether pre-med courses and admission tests produce doctors who know their alkyl halides but lack the sense of mission and interpersonal skills to become well-rounded, caring, inquisitive healers." Read more here: http://www.nytimes.com/2010/07/30/nyregion/30medschools.html
That said, listening has become a lost art across many disciplines, sadly.
Some are, some aren't. I've had that experience with an x-ray technician and insisted they photograph the part I felt had the problem and they listened to me with barely an argument just "it's not listed in the orders" "do it anyway" "ok".
Maybe they are more OK with adding a test vs. changing a test?
But there are also a lot of jobsworths who will do exactly what they're told, nothing more, and nothing less, irrespective of how much or how little sense it makes.
These people exist in all jobs, all fields. Some people simply do not have the capacity for lateral thought, and like being told what to do and doing exactly that.