The point is, if something doesn't work as claimed, it adds real 'cost' which is often much more than the relatively cheap cost of buying something that is more reliable.
That it is free is almost irrelevant - the cost/benefit of implementation, training, reliability, support, and possibly 'savings' using it vis-a-vis other solutions probably far outweigh any price tag it might have.
Apparently they launched a rev. with a bunch of problems - this is bad, and costly.
I'd much rather pay for something that works than get something for free that doesn't.