You've described an actionable bug report. People who fix bugs, or who work in tech support, understand what is needed in a defect report. Most ordinary users

You've described an actionable bug report. People who fix bugs, or who work in tech support, understand what is needed in a defect report. Most ordinary users don't; they expect the responder to ask them for the specific information they need. Anyone whose done tech support over the phone knows this. Some bug-reporting forms nowadays require you to answer roughly those questions, which is a good thing. End-user feedback doesn't have to be an actionable bug report. If a user contacts you to say simply "I don't like it", that's legitimate feedback; something about your product is annoying enough to cause this user to reach out, rather than silently abandoning your product. The snarky "we will refund your purchase price" response isn't going to elicit information about what caused the annoyance, given that everyone knows the vast majority of users don't pay for Notepad++.