The Down Side Of A Good Ranking

I love internet users, they're amazing!

I remember one day my brother, who runs a freelance web design business at mccoy.co.uk, was telling me about the number of emails he receives from people complaining about the discontinued range of McCoy's Crisps and how can they do it?

But the interesting thing is that if you search for "mccoys", or "mccoys crisps" his site doesn't appear. Even when you search for "McCoy" his site is 1st with "Freelance Web designer" in the title, the Mccoy's Massage parlour is second and my site third!

So people have been typing in the domain name thinking it's the company one and not even looking at his content about webdesign, family photos etc and finding the contact form and then venting their spleen. I'm going to recommend he puts up a link to Vision Direct on his homepage!

But the same thing happens with me. Luckily (ok down to hard work) I appear mainly first for a Microsoft Product name and do well for other brand names purely by SEO and I constantly get emails from people wanted product support. Where I know the answer I'll reply to them but still point them to the official support sites. But I still waste a good amount of time each week replying.

My view is that it helps foster a positive perception of the site and hopefully they'll refer it to other people, or if they blog, they'll link to it. But do you think I should just ignore them and spend my time building content, or just say "unofficial" more obviously?

Does anyone else get these emails?