Consider a parallel with computer programming. A user complains that they fear a program is giving them the wrong answer on a complex real world problem. They report this, and get back the unhelpful answer "Works for me, will not fix". Unable to shake the feeling that the answer is unreliable, they reduce the problem down to a proof of concept that serves as a simple self-contained test case. Two different inputs produce the same answer, but only one of them can be right! But now they are unable to convince the maintainer to even look at the test case, because now the maintainer says "I need to focus on the real world, and don't want to waste my time on toy examples".
It's a discouraging position to find oneself in.