Amazon, for example, charges us for cloud resources and then charges us again (handsomely) for the privilege of submitting bug reports to them. And then sometimes, even with a clear, deterministic repro for a bug with no plausible workaround (besides "stop using the feature"), where the fix is probably as simple as "pull a fix from upstream open source repo" or "sic Claude on it for 10 minutes", the bug remains open for literally years.
This is very different from "I didn't read the instructions on the screen and now I'm calling support". Both scenarios exist. I have some sympathy for businesses facing the latter, and much less for businesses facing the former.
This is very different from "I didn't read the instructions on the screen and now I'm calling support". Both scenarios exist. I have some sympathy for businesses facing the latter, and much less for businesses facing the former.