• Subject: RE: Software Vendors
  • From: Roger Boucher <RBoucher@xxxxxxxxxxx>
  • Date: Mon, 29 Nov 1999 12:09:22 -0800

Actually Debbie, that's not so bad a deal you got there.  I know a software
company that we pay maintenance and support fees to, and we figure we are
essentially paying for me to show them how to fix their bugs.  Seems you got
a better deal than us!!

Roger Boucher
Standard Pacific Corp.
rboucher@stanpac.com
714-668-4326


-----Original Message-----
From: Patrick Townsend [mailto:townsend@patownsend.com]
Sent: Monday, November 29, 1999 11:04 AM
To: MIDRANGE-L@midrange.com
Subject: Re: Software Vendors


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You are NOT outdated in your thinking!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?
> 
> +---
> | This is the Midrange System Mailing List!
> | To submit a new message, send your mail to MIDRANGE-L@midrange.com.
> | To subscribe to this list send email to MIDRANGE-L-SUB@midrange.com.
> | To unsubscribe from this list send email to
MIDRANGE-L-UNSUB@midrange.com.
> | Questions should be directed to the list owner/operator:
david@midrange.com
> +---

-- 
IBM AS/400 communications, FTP automation, and network security
software and consulting services.

http://www.patownsend.com
+---
| This is the Midrange System Mailing List!
| To submit a new message, send your mail to MIDRANGE-L@midrange.com.
| To subscribe to this list send email to MIDRANGE-L-SUB@midrange.com.
| To unsubscribe from this list send email to MIDRANGE-L-UNSUB@midrange.com.
| Questions should be directed to the list owner/operator:
david@midrange.com
+---
+---
| This is the Midrange System Mailing List!
| To submit a new message, send your mail to MIDRANGE-L@midrange.com.
| To subscribe to this list send email to MIDRANGE-L-SUB@midrange.com.
| To unsubscribe from this list send email to MIDRANGE-L-UNSUB@midrange.com.
| Questions should be directed to the list owner/operator: david@midrange.com
+---

This thread ...

Follow-Ups:

Follow On AppleNews
Return to Archive home page | Return to MIDRANGE.COM home page

This mailing list archive is Copyright 1997-2019 by midrange.com and David Gibbs as a compilation work. Use of the archive is restricted to research of a business or technical nature. Any other uses are prohibited. Full details are available on our policy page. If you have questions about this, please contact [javascript protected email address].