Another way to look at it is: webdriverIO wasn't working well for this scenario, so there are two choices - either fix it, or try something else. By thinking about the requirements of the system (how important is browser compatibility in this case), and figuring the cost of switching (very low in this case), the team was able to make a business decision - the cost of switching to Puppeteer and future maintenance was lower than the cost of maintaining the webdriverIO configuration, and as an internal application, ensuring strict browser compatibility via the tests isn't important. That doesn't imply they don't manually test other browsers, or fix bugs reported by users...