Thank you for allowing me to disambiguate.
I have not met any developers for either of these products but I know that SymPy has a huge list of contributors for a project of its size. See: https://github.com/sympy/sympy/blob/master/AUTHORS
You may not be hearing about SymPy users because SymPy is not a monolithic product. It is a library. If you know mathematicians big into using Python, they are probably aware of SymPy as it is the main attraction when it comes to symbolic computation in Python. They wouldn't necessarily spit out a bunch of libraries in the same breath as "I use Python."
1261 is an impressive number of contributors. I am interested to see if I could round up some people to hack up some of these test failures.
In the same vein, I was expecting SymPy to be like 80% of Mathematica but the given benchmark says it's about 25%. So I was suprised.
And I'm not thinking about UX, support, etc. which are indeed not often very good because, I guess, people prefer to put their energy in things that have the bigger leverage.
By comparison, open source projects are developed by people with a wide range of knowledge level and commitment, and you simply can't expect the quality to be the same.
I find that discussions on HN often fail to acknowledge that proprietary software is usually extremely good at their domain, and what companies put into UX, support and the development/feedback loop are actually very valuable.