At some level, I'd agree w. you - but you're missing something if you put this entirely on the engineers' shoulders. Though the analogy isn't 100 accurate, this isn't totally unlike having an issue w. your new car addressed by the dealer/manufacturer. Which of the following will get better/quicker results:?
"My car makes a funny noise. I want you to find the noise and fix it."
"My car makes a metallic grinding noise whenever I'm braking and making right-hand turns. It seems to be coming from the front, right-hand side of the car. I've talked to several other owners who are having the same issue."
W/o real-world info from the owner/user the mechanic/engineer might NEVER find the issue.
Guess where the analogy between simple mechanical systems and software breaks down.
And your mechanic doesn't say, "Oh, we fixed that in the 2010 model. Sounds like it's time for you to upgrade."