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by billybob
5750 days ago
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"Would you also be willing to pay a monthly fee for software that you download? Why should a company fix your problems forever when you only paid them a one-time fee?" 1) Companies who sell physical goods generally offer a limited-time warranty, not forever. Software can do likewise. They can also specify what they don't cover - ie "if you install this on an OS other than what we listed, or use peripherals that come out in the future which we couldn't have anticipated, and something doesn't work, you'll have to pay for support or updates to get our help." 2) I wouldn't expect a company to spend more supporting their software than they make by selling it. But a company SHOULD help their customers get their software working because it's good customer support, and because "fixing my problems" may well mean improving their software. If they're unwilling to put forth reasonable effort, I'm happy to use their competitor's product. |
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It might improve their software, but most likely it will be a huge expense of time and money. Most of the time, when there is a problem with installation or usage of a windows app, it's not related to the application. Another problem is that there are many people that will blame you for any other number of problems with their computer. I've worked in both tech support and application support for 10+ years.
It's a liability for any company that wants to offer support, which is why they should charge large fees for any type of support.