[nraynaud]

I don't think you can always expect your users to do the reduction and the debugging for you, they pay you for a bug free product. In this case it's a developer-centric product, so I guess the bug reports are more geeky, but customers are not here to serve the developers.

[patio11]

they pay you for a bug free product

A nitpick but it's really important that HNers understand it: users do not, in fact, pay for bug free products. They pay for products which achieve the benefits promised to them, bugs and all. If they wanted to buy bug-free products, they'd a) make decisions about software adoption driven primarily by externally visible indicia of bug-freeness and b) pay prices similar to that paid by e.g. the Space Shuttle or flight control systems. Users do neither of these things for most software.

[Serow225]

Agree, I should have made that clear in my comment. in fact I've found that a) the product devs should be able to find the cause much faster than you can, b) it's more effective for you to spend your time developing a repro script/code/etc, because unlike describing a bug, this is unambiguous and the devs can run it very quickly to verify tat the issue can be reproduced on their end.