The problem is that many organizations don't know how to tell important bugs from non-important ones, don't have proper processes for bugs reported by customers, and generally ignore customers. Here's a couple of popular apps that I have used and the reason I have quit or will quit them: Hulu with the TV package constantly tells me I'm streaming to more than 2 TVs and won't play anything even though I'm not streaming to any. Youtube TV constantly plays the wrong thing when I click something to play. These are egregious bugs that I'm sure I'm not the only one experiencing because they happen on multiple, different mobile devices, tablets, the web apps, etc. The strategy outlined in the article may be viable when customers are not paying anything, but when companies charge an arm and a leg for software (> $40 / month) users expect the software to not have any major bugs like this that prevent its basic functioning. With the type of support offered by such companies, users will be moving on quickly to competitors that hopefully have their basics worked out. I wouldn't use an email program that can't send or receive email and these bugs are on par with that.