There is a negative incentive to fix problems that result in customers picking a more expensive plan to work around it. There are probably several engineers who

There is a negative incentive to fix problems that result in customers picking a more expensive plan to work around it. There are probably several engineers who have ideas about fixing this and they get apathy from many people and obstruction from a few, and sometimes active hostility by a manager somewhere in the chain. The best you can do in such an environment is seek to introduce new features at the top tier, and then pull old features down the stack as the cost of those features has been amortized out, or to hurt your competitors by raising the ladder.