Earlier quoted context omitted.
Customers are unhappy, but ignorant of the causes of their unhappiness.
The tyranny of low expectations: "Oh, it broke and I have to start over? Well, computers are like that, right?"
Yea, I was going to say - do customers expect flaky products, and companies have structured themselves accordingly? Or have companies produced flaky products, thereby getting users accustomed to paying for flaky products with promises of "we'll fix it in the next version," thus allowing companies to produce ever flakier products? Chicken and egg question I guess.