> For every customer who takes the trouble to submit a formal bug report there are likely many others who just live with it

This reminds me of a fairly old but famous story about ignoring bugs from Linux users. I couldn't find the HN post but here's slashdot

  | Though only 5.8% of his game's buyers were playing on Linux, they generated over 38% of the bug reports. Not because the Linux platform was buggier, either. Only 3 of the roughly 400 bug reports submitted by Linux users were platform specific

The short is that they initially ignored it, triaging, but it was a mistake. Especially since the culture of Linux users is to submit more detailed bug reports. That their submissions help general users.

Don't just a bug report by its cover, judge it by its merits. We're all biased to dismiss them and find an excuse to ignore them. But that just leads to bad software.

https://m.slashdot.org/story/391921