[probably_wrong]

> The author, clearly not a developer, doesn't seem to see the potential for high cost in making a software change.

I see this kind of reply often, but I don't think it's the right approach: "We are sorry: what you are saying is correct, but we won't fix it because it's hard to do. Next time, try to complain about the easy fixes".

I don't think the customer should be required to be an engineer before noting that something is wrong, nor the company should be able to use its own deficiencies as an excuse about why they won't solve it. And particularly not in the case when the company is directly benefiting from its own incompetence.

[Guvante]

> I don't think the customer should be required to be an engineer before noting that something is wrong, nor the company should be able to use its own deficiencies as an excuse about why they won't solve it.

I think you misunderstood his point. He was calling out "why would you wait for a fare increase to do that" as being naive, not "this is a problem that needs to be fixed".

Nothing wrong with calling out the problem as needing to be fixed, just saying that making two changes at once is vastly superior to trying to make two sets of changes in these situations.

[a_c_s]

Absolutely 110%: people can should raise concerns without knowing their complexity.

The problem comes in when these same people make uninformed proclamations of how easy or simple things are to fix.