There's a reason the biggest fans of a game or film or TV series tend to give some of the harshest criticism, and why the most active users of a tool or program tend to have the most to say about it.
They're engaging in their own idiosyncratic experience with software that doesn't work exactly the way they now dream, but is apparently closer to what they want than anyrhing else.
In the general case, their insights are going to be a curiosity and might sometimes happen to coincide with a more broadly experienced flaw in the design. And of course they may be right on target for whatever few other "8000 hour" players.
Playing a game or using software a lot can give you some deep insights into it. But there is a crossover point where you spend so much time with it that your relationship with it isn't very related to anyone else's anymore, and your insights likewise become less relatable.
There’s still some information there, about how the game roped this guy in and where it left him. But like someone who’s just looking to try a bourbon, his review probably isn’t that helpful to you.
When they've fallen out of love with the game, the best solution is to take a long break or just fully move on.
New eyes will see fresh flaws. The user might not be right about how to fix the flaw, but they are absolutely right about where the flaws are.