Normis other tech companies I have dealt with professionally have bug tracking systems that are open to anyone (Cisco to name one). The bugs are not submitted by end users but by the development teams or other authorized individuals at the company. They are then referenced by tech support when looking for issues. Not all bugs are immediately publicly viewable. Once a bug has been fully confirmed and understood by the dev team the bug is opened up to the public. The bug record contains workaround instructions if available, version numbers affected, and versions that the bug is fixed in. I don't know that anyone is expecting user submitted bugs in a bug tracker like say an opensource project does. Typically those systems are also doubling as a issue tracker.This has been discussed. Most of the reports are not bugs. Bug tracker would quickly fill up with false reports and config problems, and cause panic among other users.E-mail with tickets is rather... old solution. Other users can't see my problem(s) and if they have it also, they could leave their observations on bug track. Atlassian Jira or something different and many problems could be gone.
Folks just want straight forward answers about bugs that do exist so they can be worked around in their environment. When the limitations of the device or the software version that is being deployed are known it gives a lot more confidence in deploying it. If there are a lot of unknown issues or stigma attached to a version its hard to want to deploy it. A publicly viewable bug tracker is as much about managing expectations and rumors as it is about reducing support calls. It also builds trust in the company and their products.