I would assume incompetence before malice and living in some kind of idealized bubble compared to field testing and dog fooding their own product in a very large variety of circumstances.

One car executive that I've known said this: "The very best test drivers are our end users, in the first week after release we learn more about a car than we do in the months of field testing prior.". I am not going to name the individual but it makes good sense and I have seen the same with all software products released to the general public.