Comment by dgreensp

Came here to say this.

And even in the case where the company's decision is arguably just "bad," it still might not be a problem from the company's point of view.

Companies (including start-ups) create buggy products all the time and don't care, and aren't very responsive to requests for support, as long as money is coming in. I don't think they are using special accountability-flushing techniques. It takes real work, intention, experience, and power in a company to create feedback channels, and use them, and ensure that the customer has an experience of quality. It doesn't happen by magic or by default.