People posted an excerpt of their manual, it explicitly called "snapshots" a "backup" and customers were surprised when they asked them to restore the snapshots and only now they explained the snapshots were not backups...
Absolutely! And yet no explicit planning for how they'd reword the manual in the future. That is the root cause of the real problem here -- not that there weren't backups, but that there weren't and the manual said that there were, and there's no plan to fix that!