Fabrice is not a native English speaker and has not expressed himself as well as he would like to. I am sure he could so much better in French.
What he is attempting to say is what any developer would say and that is that if they can't reproduce the problem then they can't do much more than that. They could ask meaningless questions but this is not their style.
The BW Team do have a lot of hardware that they test on, and I know that there are members on this board who test exhaustively for them. These guys even give away hardware for people to test with and provide feedback. I am not one of them but I can vouch for the fact
So I think that they've done as much as a small two/three person team can do under the circumstances. There's only one code cutter and Fabrice takes all the public hits.
The key is a stable system, compliant hardware and forebearance.
In Jul 2000 I was at my wits end with Nero and CloneCD but a little research, attention to detail and perserverance goes a looooooooooong way.