The vagueness of the “it doesn’t work” report means less than nothing — the issue could be literally anything — the website could be down, the signup screen could be broken, the app could unwittingly be taking naked selfies of the user and e-mailing it to all their friends — there’s just no way of being able to tell.
Like it or not, mistakes are an inevitable part of all software.
Many mistakes can take hours to be corrected and it is impossible to deduce what the problem is without a good report of the problem.
