"No one from the company believes..." 1) I've been on the non-believing end. You think "how could this possibly happen?" and without standing over the user's s

"No one from the company believes..." 1) I've been on the non-believing end. You think "how could this possibly happen?" and without standing over the user's shoulder and watching them click/tap around, it's inconceivable that the problem exists. 2) I'm sure there's a problem, and you've provided me the screenshot showing the result that indicates a problem, but I can't reproduce it. Usually because the user doesn't know how to explain reproducing the problem. I really think both of these have to do with people's lack of detailed logical analysis. I get it, you're the bank teller and your job is to count the money and count it correctly, not to analyze pixels on the screen. I see this as a failure of developers and designers to create systems that don't have these headaches. tl;dr - I agree with the author's final three bullet points, but I can see where the tech[nician|nologist] involved doesn't have nearly enough information to solve (or even to see) the problems.