Has the system failed us or should we just lower our expectations

I've seen people who request for help but the people around them have no idea how (or maybe just don't want to share).

Is it just luck? some people just have the fortune of meeting others that have information to help them.

Or is it the people who are supposed to be equipped with the information - actually dont have it and all they say is, "i have done my best" and ignore the person's pleas for help.

Is it okay to always use the, "i have done my best card" and move on?

So many questions