You can make the argument that people are playing the game wrong, but if a user has to keep guessing on how to play it or why something isn't working, then the design of the gameplay is flawed.

No game developer should ever have to offer to fly a person in to show them how to play the game properly. If the game can't do that for the user, then the game has failed.

There's a reason 5 year olds can play Mario Kart for the Wii at a Wal-Mart kiosk and get the controls quickly, without prior gaming skills.