I've worked on websites where people paid a monthly fee, and when certain things didn't work right people never told us over email or phone. Only when we met i

I've worked on websites where people paid a monthly fee, and when certain things didn't work right people never told us over email or phone. Only when we met in person at a convention did they tell us. The users having the problems were Chinese though, so I'm not sure if it's a cultural thing. Our regular US users did seem more willing to tell us about broken stuff.