I had to explain to a customer today why there is an update fee for the software I maintain. Why is it so hard to understand that if you paid fifty dollars ten years ago, you can't expect to get free updates for life?
Software updates should be free forever, some people think
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Re: Software updates should be free forever, some people think
#2They probably don't understand how much work it is for you to produce the next version.
Also, software updates are painful. If your washing machine breaks, it's obvious why it's broken, and replacing it just costs money. But when software needs updating, it's unclear to the average person why that's the case. It doesn't rust or rot; why can't I just keep using it? And if I don't like the price of the update, migrating to something else is often a large project.
Maybe it would help to clearly state at purchase time something like "includes N months of updates"?
Re: Software updates should be free forever, some people think
#3Explain them that the software you sold him/her ten years ago is not the software you sell today.
But in the end, some people will just try and get free stuff. Just tell them that doing business with you has a price and that otherwise they can bring their business at someone else's shop.
Re: Software updates should be free forever, some people think
#4They probably don't understand how much work it is for you to produce the next version. Also, software updates are painful. If your washing machine breaks, it's obvious why it's broken, and replacing it just costs money. But when software needs updating, it's unclear to the average person why that's the case. It doesn't rust or rot; why can't I just keep using it? And if I don't like the price of the update, migratin…
Still, if the machine breaks within 2 years of being bought, that repair will be free of charge in EU countries, regardless of what the guy at the shop might say.
Re: Software updates should be free forever, some people think
#5Well, depending on how you marketed the initial installment, you could be the one at fault. The industry norm is that quality and security updates are free for the support life of the product (which is usually longer than you say it is). In some jurisdictions you might have no legal right to deny the updates, regardless of what your contract says about warranty.
If you want to save yourself the hassle, factor the cost of maintenance updates into the initial cost, and market upgrades as big new releases like Windows or AutoCAD do.
Which product is this, by the way?
Re: Software updates should be free forever, some people think
#6It's hard to understand because:
1.) People are often horrible communicators.
2.) Marketing copy very rarely (if ever) discloses there will be a fee for updates.
3.) Updates are confusing and nothing is standardized. Some companies offer free updates forever. Others charge for updates. Still others disguise updates as new versions.
Re: Software updates should be free forever, some people think
#7Well, depending on how you marketed the initial installment, you could be the one at fault. The industry norm is that quality and security updates are free for the support life of the product (which is usually longer than you say it is). In some jurisdictions you might have no legal right to deny the updates, regardless of what your contract says about warranty. If you want to save yourself the hassle, factor the cos…
Five years ago I specifically added the clause that updates are free within twelve months after purchase. So the customer is kind of right to be surprised if he bought the software before that time.
On the other and, that exact same customer already ordered and paid for updates. That's one of the reasons I'm annoyed to have had that update discussion.
It's an online appointment scheduling software, btw.
Re: Software updates should be free forever, some people think
#8Explain them that the software you sold him/her ten years ago is not the software you sell today. But in the end, some people will just try and get free stuff. Just tell them that doing business with you has a price and that otherwise they can bring their business at someone else's shop.
Yes, I did that and they accepted without comment. Interestingly enough, the total invoice that included some programming work was four figures. The update fee on the other hand was only $99.
Re: Software updates should be free forever, some people think
#9They probably don't understand how much work it is for you to produce the next version. Also, software updates are painful. If your washing machine breaks, it's obvious why it's broken, and replacing it just costs money. But when software needs updating, it's unclear to the average person why that's the case. It doesn't rust or rot; why can't I just keep using it? And if I don't like the price of the update, migratin…
Five years ago I've created an update policy that defines how long after the purchase you receive the latest version for free. That was five years too late for this specific customer, but that customer already paid for updates since then. I wondered why the update fee bothered him now.
Re: Software updates should be free forever, some people think
#10They probably don't understand how much work it is for you to produce the next version. Also, software updates are painful. If your washing machine breaks, it's obvious why it's broken, and replacing it just costs money. But when software needs updating, it's unclear to the average person why that's the case. It doesn't rust or rot; why can't I just keep using it? And if I don't like the price of the update, migratin…
Five years ago I've created an update policy that defines how long after the purchase you receive the latest version for free. That was five years too late for this specific customer, but that customer already paid for updates since then. I wondered why the update fee bothered him now.
They were probably just having a bad day and you happened to be the nearest person to take it out on, I wouldn't read to much into it.
After a while in this business you start to develop a thick skin.