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There was a submission a while ago [1] about why you'd just read the code is documentation is not good enough or simply inexistant. When working with your company's product you often have direct access to the source code or the developers, and you can solve in minutes problems that would cause days and days of pone/email back and forth with the support team.

You'll understand there is a problem, but you may not have the same sense of urgency since it was so fast to solve.

[1] https://news.ycombinator.com/item?id=5601511

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