"arrogant or incompetent"
Concerning MS, they seem to be both, and it isn't recent. I recall an incident from the days of the dreaded V*sta, where directory renaming (or something similar) was not available to some users. MS replied that this was totally unimportant because only
about 1% of users were affected. They then withdrew their forums from usenet and we had less fun.
I guess Epson are just too mean or lazy to have retained their software developers. The user interface hasn't changed, at least in appearance, for a couple of decades. That didn't matter if you had the time and patience to discover how it works, and it did
have (or used to have) better functionality than rival ordinary office scanners. I suppose it will take Epson a year or two to recruit a team or - having worked in another high tech industry, I can imagine it happening - subcontract the work to a bunch or
amateurs who don't know anything about optics and imaging.