As a user of paid LastPass and many other SaaS products, for me part of the value proposition is that I’m benefiting from the QA provided by free users. I expect bugs to be fixed quickly even if I don’t personally make a bug report. I’m especially unlikely to make a report if I already saw other people publicly complaining about the bug. Since most users don’t report bugs, software companies need to behave as though bugs are more common than reported.