Yeah our support people at my company do the same thing. Then you'll get a report 6 months later that "[big critically important feature] is not working" and yo

Yeah our support people at my company do the same thing. Then you'll get a report 6 months later that "[big critically important feature] is not working" and you'll look into it and support has adopted a process that essentially disables that feature or they have a workaround for a bug that was fixed 4 years ago and because they never entered the conversation at that time they still do the workaround. We had a big kerfluffle around our OTA update system at one point because they did a big round of updates and "none of them worked." And then I dug into the system logs for each of those components and 95% of what they claimed didn't work actually did. But meanwhile you've got product managers and other people wading into the conversation to try to tell you to fix something that isn't actually the problem. We're never truly going to get away from this until we stop excluding people from the conversation about product problems. I'm just sitting here hoping we adopt a quality management system of some sort before the company's product implodes.