I have suffered from this, as a customer, more than once. Complete rewrites, for behind-the-scenes benefits (often of dubious merits to the company, and of no benefit to the customer) that remove critical features essential to operations. I have submitted bug reports on missing features that have had responses like "We didn't think anybody used that" and even "We didn't know that it did that". The amount of use-case knowledge that gets lost in a total rewrite should never be underestimated.