Users become a lot more accepting of problems when there is a feedback loop acknowledging and explaining those problems. It certainly does not mean the problem

Users become a lot more accepting of problems when there is a feedback loop acknowledging and explaining those problems. It certainly does not mean the problem will be fixed, but it is a starting point. When there is no communication, then the users are left to imagine all kinds of wild theories of what went wrong and why. It is a waste of time for all involved.