My guess?? The is how their teams work/don't work together. I do a variant of QA and defect reporting for a software company. I am more "customer facing" versus the engineers. If a product defect was reported, like a screen saying 1+1=3, I would reach out to the impacted person and run a few tests, check their system info, etc etc until I could dupe the problem, or we fixed something on their side that fixed the problem.
The issue is when their is an actual defect either in the program or website. I work with the engineers/Dev team to get the issue fixed. I could tell you 1+1=3 and show you how that happened, but all they see is the code behind the scenes, or are in next week's release, or are in such pristine systems, that they don't understand why something that isn't broke needs fixed. Then on top of the misconnects, communicating with someone in another country can be problematic as well.
I wonder what the process is for when a defect is confirmed. Once a fix is identified do they test and use a training environment to see if the fix for this didn't break that. And when something breaks, why aren't they addressing the issues via a blog or support site page and let us know when it should be fixed or that they know and are working on it. Better yet-- do they even care about all the issues or rather work on their "Next Big Idea" for the site. Sigh I rambled.
I think they wing it.
