> That’s not how this goes.

Once you gain some professional experience working with software development, you'll understand that that's exactly how it goes.

I think you are failing to understand the "soft" in "software". Changing software is trivial. All software has bugs, but the only ones being worked on are those which are a) deemed worthy of being worked on, b) have customer impact.

> So now all your customers are mad, but they’re all mad for different reasons, and support is powerless to do anything about it.

That's not how it works. You are somehow assuming software isn't maintained. What do you think software developers do for a living?