Since these features are actively marketed and advertised, the company has a responsibility to ensure they function as expected and meet a standard level of support. When I worked as a Senior Product Manager, my goal was never to dictate a rigid development path but rather to define a user experience where features worked reliably and without crashes. There are always multiple ways to achieve this, and I valued developers’ creativity in finding the best solutions.
In some cases, we integrated open-source components, but our customers still expected the product to function as advertised. If an issue arose due to an underlying dependency—such as a compatibility problem with an external operating system—we couldn’t simply redirect customers elsewhere. For example, if our software ran on Windows and encountered a bug that required a Microsoft fix, we were still responsible for providing a solution because our product had already been sold and licensed to customers. It wouldn’t be reasonable to expect users to take that issue up with Microsoft directly.
Ultimately, customers buy a product based on how it is presented to them, and they expect it to work accordingly. The focus should always be on delivering a stable and seamless experience while allowing flexibility for advanced users who want to customize their setup.