If you're using open source software and not paying anyone, sometimes shit happens and you will be surprised or disappointed and have no recourse. Even if everyone starts off with the best of intentions.

We could debate forever about whether fault lies with projects overpromising, or users having unrealistic expectations, or whatever else, but I don't think that changes the situation.

If you have are paying someone for the software/support, shit still happens, but you have a relationship and ways to get recourse.