the people without a model are also the easiest users to lose, they won't file a bug or explain what broke. they'll just click twice, decide the product is unreliable and use something else. then the team sees no bug report and assumes everything is fine.

Why should I file a bug? So it can be ignored until a PM eventually declares bankruptcy and wipes the tracker clean?

There are some well reported bugs in Microsoft/Google/Apple that have persisted for years. Nobody cares.