This reads like a guy trying to take complete ownership, while renouncing to any accountability. I have been in this industry for 15+ years, and as a developer

This reads like a guy trying to take complete ownership, while renouncing to any accountability. I have been in this industry for 15+ years, and as a developer, I have a surprising amount of experience dealing with customers. Of course, when a customer complains about some feature not working, I would not just take their word for it. Customers mess up too. What I would not do is brush their complains off. "This is a systemic issue". "They are causing problems". "They don't know better". "They don't have the correct incentives". Try telling that to a customer, or to your boss. The obvious disconnect from his own team is the problem.