To make an analogy to software (a field where I am most famIliar), imagine you receive some software I wrote. Imagine that some people have reported it crashing randomly, though you personally do not yet encounter it. Imagine that upon inspecting the source code, you find a portion that would definitely cause crashing for some percentage of users and configurations.
In this scenario, which of the following do you think is the correct answer from the engineer:
(A) You're wrong, it works fine for me. The person who claims it crashed is probably lying — see, these other people don’t experience it crashing. Therefore the only problem here is the customer, and nothing on my part needs to change.
(B) Thanks for the feedback, let me look into this carefully and see if I can validate this fix and integrate it into the latest version. If dangerous issues are possible from the prior version, I will ensure all installations of the prior version have the opportunity to be fixed.
I guarantee you (A) is the wrong answer, and is a large part of why so much software today has bugs, crashes, etc.: insufficient attention to detail. This scenario is almost exactly the scenario VTV has gotten itself into, and (A) is the way they have chosen to respond to this.
When I say (A) is a deeply wrong answer, I claim that this is true for pretty much all fields of engineering (not just software) — most certainly including the assembly of power amplifiers, which take lethal AC mains power as input, converting that power into clean powered electrical signals feeding into potentially very expensive speakers that could be damaged if the amp malfunctions.
Yes, building a reliable and safe product requires extraordinarily strict attention to detail. And this requirement is not the exception, it is the rule. If you’re not an engineer, seeing safety and reliability issues pointed out may seem nit picky. But I promise you, this is not the case: Reliability and safety problems are almost always due to subtle errors, rarely blatant errors. In engineering, attention to detail is not just a bonus trait — it is an absolutely essential attribute of the design and construction of any technology product that you want to be safe and reliable.