Two other possible reasons, both having to do with how users view software developers: (1) They are naive enough to believe programmers have a better understan

Two other possible reasons, both having to do with how users view software developers: (1) They are naive enough to believe programmers have a better understanding of their code than they really do. It never even occurred to them that it would be possible that you don't know. Surely people who make software know what's going on with it! How complicated can it get where you wouldn't know that? (But we programmers know otherwise.) (2) At the opposite end of the spectrum, they are cynical enough to believe that you could fix it but just don't want to. Basically, there is a story they have written in their mind (as is human nature) about why it's not fixed, and the correct answer about why is ignorance, but they may have assumed another reason.