@lonewolff This gets more problematic with growing companies, the bigger the company, the harder it tends to be to reach them in case of any error. You will always be dependent on some other software/library at some point - the point is picking the good one, and leaving the bad ones. Sometimes you may need to change libraries.
Generally two years to fix a bug (or don't fix at all) can happen with non-paid support (or generally open source code). I literally never forced myself to fix bugs in (older) source I've put in public domain, simply because I lost interest in it some time before that ... unless I got back to the project some time after, and did some bug fixing and re-factoring before continuing on.
Although as mentioned - it was a company, so I assume supported software. Which is strange indeed.