You're pretty much right in terms of that it's basically blind luck whether or not we find a way to fix it, as we currently have no way of reproducing the issue.
We're basically depending on getting feedback and information from players that are having the issue to try to figure out what the difference between them and others is.
I've tried on all our computers, with the controller connected in every possible way, and I have yet to successfully reproduce the issue. It would be so much easier to find out what the culprit is, and fix it, if we had a way to make this happen ourselves.
To repeat myself though, today the input is handled through the Input layer/API of Unity, in which we have minimal control over how the input from different devices is handled between the OS and the game. We have an integration of a new system on schedule that will give us more control, and should iron out most of stuff like this issue, but it's still quite a major task that would take at least a couple of weeks to successfully integrate including testing for bugs and all. So it's probably not going to happen until we've released all Books, but it's going to happen once we have the time for it.
Still though, I'm so sorry that you're currently one of the unlucky ones and I wish I could find a way to reproduce the issue.