I saw this happen once at work. An engineering manager scheduled a meeting with an internal client to establish a better relationship between developers of an internal tool and the users of it. No specific agenda items, just general improvement of the communication. He invited everyone from both teams.

He went through some material that he thought mattered. People found that kinda useful, but then there was an open Q&A. One of the users asked when the dev team was going to fix the bug where if you enter data in one place, the system acts like it saved it but silently discards it, so you have to go elsewhere in the UI and do it there as a workaround.

The crowd reaction was interesting. One half nodded in agreement; the other half was surprised and perplexed. The bug had been around for literally years. 100% of the people on the client team were familiar with it (probably from being bitten by it personally). 0% of the dev team were familiar.

Other than don't assume and if you see something say something, I guess the moral here is that the manager's instincts were right on. That meeting needed to happen. There was some kind of communication barrier that needed to be broken down. I'm not sure, but maybe the client felt the developers were unapproachable or unreceptive or that the organization didn't view them as a priority.