No software is perfect, no matter what testing process is in place, and so customers will always need a way to report problems and get them fixed.
We've had pretty much the same process for nearly 10 years now and it generally works well. Hundreds (if not, thousands?) of customers are happy to co-operate and the issues they file are often fixed.
We also need all the requested information to be able to actually help. Usually if someone only mentions a problem in passing on a forum or a comment, it's impossible to help. Most bugs are not obvious. Construct is mature software and most obvious problems are already solved; remaining problems tend to be a subtle combination of certain settings, devices, and circumstances, which is why it's impossible to help if you don't explain what these are. So in that sense, it's the only option - nothing else will work for actually solving customer's problems.