It's especially bad when "something went wrong" style error messages appear and it becomes your responsibility to waste time with support staff who aren't given

It's especially bad when "something went wrong" style error messages appear and it becomes your responsibility to waste time with support staff who aren't given the ability to actually resolve or even see the error. In many cases piles of support tickets are unresolved for years, even though they are marked closed for KPI reasons, with the same unexplainable malfunctions persisting for some percentage of the customer base. In an ideal world, support would be proactive and any errors that occur immediately set off alarm bells that would then have people already working on the problem.