When a user says your website is broken: Listen.
When a user gives you clear reasons why your website is broken using the language of the profession: Listen closely.
When a user gives you clear reasons why your website is broken using the language of the profession and offers smart solutions: Set up a meeting.
Don’t make excuses. Your users couldn’t care less about your internal conflicts and pressures. They want your website to work.
Don’t blame them. If your users are saying your website is broken, it’s broken. No ifs, no buts: It’s broken.
The knowledgable users are still your customers. They shouldn’t be punished for simply knowing more than your other customers who can only say “it’s broken”.