Given the types of posts on this forum, it seems that simply figuring out how to use the forum has already been a major technical challenge for them. Perhaps the typical Open Source paradigm needs to be relaxed a bit for this particular community?
it is well understood within the Open Source community that person or persons may not have the capability or desire to contribute. However, if a request is made for some reasonable change or update, then submitting a request in writing is reasonable. However, it is also understood, that bug reporting and pull requests go beyond the mean and ability of most people - so that cannot be expected.
However, if an end-user just talks and have others do the work, then there appears to be no synergy to carry the relationship forward.
As an example, if a UI bug were to come to light under some circumstance that is not in the regression test series, then there is no way a development team address the issue. So, while a person can talk about the issues, if it is not reported then headway can never be made.
In this example, many, if not most, end-users see the benefit of reporting bugs, even if they do not know how. So, it is not unusual for an end-user to ask, "Do they know about this problem?" The common retort is, "They do, but as you know, they have a priority list, and this is low on the list."
You might wonder then, How do we get it higher on the list? The answer is more people have to report the issue.
In short, all known bugs, features, and requests are dealt with during development, and short of any item make a new headline, the expect course of action relates directly to how humans see the priority. So, if the developer see 4 people making a requests for item A and 1 person for item B, then A gets the priority. It is that simple. (This is, of course, means the request is within the mission, goals and capability of the development team.)
If a squeak wheel needs oil, add oil, otherwise keep the wagon moving.