It's a self-reinforcing feedback loop of communication failure: users don't report even the most obvious problem; maintainer assumes that if such a problem were

It's a self-reinforcing feedback loop of communication failure: users don't report even the most obvious problem; maintainer assumes that if such a problem were a general issue for all users it would have been reported by any of the previous 100 users - but it hasn't been so the one user that actually takes the time to report it must be holding it wrong.