Re: Software Vendors

[Patrick Townsend <townsend@xxxxxxxxxxxxxx>]

Debbie,

You are NOT outdated in your thinking! I think this is just outrageous.
We handle problem reports during a trial phase the same way we do with
licensed customers on support - we fix the problem as fast as we can.
The only difference is that licensed customers get a higher priority in
the queue. You have a right to expect the same thing. And I can't
imagine a software vendor charging you for consulting time to fix a
software problem. I'd be inclined to send the software back!

Patrick

Debbie Panco wrote:
> 
> I have a question that has been plaguing me.  Say you have a software vendor
> who sells
> you a package and you have so many days to test the software that you
> received.  During
> your test period you find some problems, bring it to the vendor's attention
> and they
> get you the fixes.  Now, say that the test period has expired and during
> some further
> testing, you come across some other problem that was obviously resident in
> the original
> code. You bring it to your attention, but they now tell you that if you want
> the problem
> fixed, you will have to pay them to fix it because time spent now comes
> under consulting
> fees which are billable to you.  Now, this may be the way it is per the
> contract and it
> may be all legal and such.  But, from an ethical point of view, I have a
> problem with this.
> My thought is that regardless of how much time goes by, a vendor should be
> financially
> responsible for correcting programming or other technical problems that are
> found within
> their product.  I feel that their position should be: "Thanks, for finding
> that error for us
> and we will get right on coming up with a fix for it.".  But the attitudes
> that we have
> come across seem to be, "Well, you bought it as is and if you want it fixed
> you will have to
> pay us our current consulting fees to fix it.".  Is it just me or does
> anyone else see
> anything wrong with this logic?  Am I outdated in my thinking?
> 
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-- 
IBM AS/400 communications, FTP automation, and network security
software and consulting services.

http://www.patownsend.com
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