He sure as hell doesn't market the iPhone as "just a phone," so how can he expect his customers to think of it that way?
"So some guy says his iPhone 4 is having reception issues. I say there is no reception issue. Now it’s his reality against my reality. Which one of us is living in the real reality?
There’s a two-part answer: 1, there is no real reality, and 2, it doesn’t matter.
The only thing that matters is which reality our customers will choose to adopt as their own.
Of course most people would rather live in a reality where everything works and there are no problems. And now, thanks to me, that reality exists. Because I’ve created that reality for them."
If something can bring you a lot of joy, by not working it can take that joy away, making you upset. I'm not saying that guy expressed himself correctly, but I can understand why he would be upset at the idea that Apple and Jobs doesn't seem to think this problem is real and needs a fix.
An angry letter seems like a pretty rational response if it means that you can still feel meaning in your life.