A first-time visitor to EPCOT should be able to walk past a restaurant, say to themselves "Ooh, this looks good. I'd like to eat here," and have a reasonable chance at getting a table within 15-20 minutes. I think the current system hurts Disney more than it realizes in the long term (as evidenced by your friend's comment).
I can't agree more. It really has changed the way we do our Disney vacations. This is the first year ever that I have ADR's for all but one night of our trip, and I am not on a food plan. I just want to be assured to be able to eat at a decent sit down restaurant! I didn't quote you, but I'm not a commando any longer either. I want to do my vacations at a slower pace now. My 16 year old daughter can be part commando, but even she enjoys laying out by the pool during the week.
I understand the 'winging it' mentality of many guests...it's just such a shame that in this day and age it doesn't really work well at Disney anymore...I think that is something Disney needs to think about...how to cater to folks like that. Because there are plenty of them out there, and if they had a horrible time because of being unprepared, well, Disney may have just lost a guest.
This is a really good point. Do they have a "Disney World vacation for Dummies" book? I've been reading a few of them lately and they're set up as a reference guide. You don't have to read them from cover to cover in chapter order to get what you need/want. Disney should do something like this for the non-planner. A kind of guide book where you really could pick it up in the beginning of the day and use it. They would do well to think outside of the box. Disney can't rely on people to be able to do this all by themselves. Believe me, I run a help desk and the things people can't, or more importantly "won't" do for themselves is amazing. There's a lot of folks out there that just want to be spoon fed. Right or wrong, these people also have money to spend.
I've had friends that stayed outside the parks. Had a surprise in having another family with kids (they were sister-in law, same age, kids also the same age) show up as tag a long's a week before departure time. One of those, "oh, we can get off then, we'll just all go together!"

Won't it be great!........................... Um, no, it won't, and wasn't.

They never got out the door before noon. They didn't get into the parks till 1:00ish. It was hot, the kids were cranky. They didn't know where to go or what to do. The two families didn't have the same taste in what they liked to do, so basically they did nothing but walk around. The were back at the condo by 6:00ish. This was a week long vacation (yeah right, a vacation). Needless to say he couldn't understand what my family thought was such a big deal about Disney. Surely not some place to go every year!.
I've also had cousins that went down and said it wasn't anything to get excited about. Well, no. Not if you went to Orlando to see how many malls and outlet stores you could hit in a week. The really hilarious thing is one cousin's In laws live down there and the FIL, retired, works at the MK gate collecting tickets!

To be fair, the kids do go to visit their grandparents alone now and do get to go to the parks and enjoy.
But truly, first impressions can really color your opinion and make it so you aren't interested, but spread the word that the place is no fun.
Oops, sorry. Sometimes I get on a roll and go on and on.