Re: Two good articles to read

If I was suggesting option "A" (updates for free) was the right one I would see your point. But I'm not. YES they should pay. But especially in cases where they HAVE a valid contract that ALLOWS them to use the software without charge. They have NOT utilized support during that time so the vendor has incurred no DIRECT cost for that customer. But now the customer needs help. Forcing them to pay 100% of the lost revenue simply doesn't work. It's not realistic and cannot be justified. In every case I've observed the customer is willing to pay MORE than just 'this year's maintenance.' They (the customer) understand the situation. Charge 'em a penalty a year or two back. And make them pay for this year too. OK Sure, but ALL the years? Based on what? Greed? Because that's what it is.

Now if it's a year, yep I get that but many of these cases are 5, 10 and more years. Infor acquired these software companies and they came with 'former customers.' Now they have an opportunity to get them back to 'current customers' and are slapping them in the face and telling them to GO AWAY. At least that's how the customer sees it.

- Larry "DrFranken" Bolhuis

www.Frankeni.com
www.iDevCloud.com - Personal Development IBM i timeshare service.
www.iInTheCloud.com - Commercial IBM i Cloud Hosting.

On 2/1/2017 8:21 AM, Rob Berendt wrote:

Thank you Pete. I think the credit goes to Alex Woodie though.

I understand Larry's frustration. We are an Infor customer. Actually the
3rd they ever had and the oldest still running it. The only problem I
have with Larry's article is that we've been faithfully paying maintenance
all this time. Why should our payments be used to subsidize those who
haven't been paying maintenance?
I understand the frustration to people like you, Larry, Jim, etc who get
their bacon from peddling upgrades and losing sales because of this issue.
However these people were the ones being pennywise and pound foolish and
dropped maintenance. And will probably do so again.
I am willing to say it's not a "line in the sand" kind of issue though.
Perhaps a little back maintenance or resubscription fee followed by a
three year maintenance contract or some such thing.



Rob Berendt