"so if they are telling people how to work around it, they are definitely aware of the problem! "

That makes the probably incorrect assumption that the people supplying the support answers are the same people who fix problems or that they communicate with those people.

The support group being aware of a problem is not the same as 'the fixers' being aware of the problem. One would hope they have procedures to funnel info over to the development group. How well it works is unknown.

Also, one person calling on an issue does not make for a problem needing to be fixed. Is it 10? 100? 1000? Couple that with the fact that problems are seldom described identically, so the same fundamental problem may be described to the support techs in hundreds of different ways. Somebody has to realize that all these different looking problems have something in common. That in itself requires a non trivial process--and someone(s) assigned to do it.