So I emailed the last post to the company who made the product in question. But in doing so I had to figure out who to send it to. Professional Service? Sales? I settled on support even though I am not the customer per se, but a user. But that that decision process brings up an interesting point.

Do you have a way for you customers to easily bring bugs to your attention?

This could be something as simple as a bugs@yourcompany.com mailbox or as complicated as the crash feedback application found in current Microsoft OSes. My personal preference is to open up your bug database to the world, but that is still an idea that has yet to get critical mass of corporate mindshare.

The key point of whatever system you choose, it needs to be simple and encourages users to inform you of problems they have found in your products.