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I got an email from a customer who last bought software in January 2005. Her purchase entitled her to a year of additional upgrade at no extra cost. The last release she was entitled to occured in August 2005.
We just came out with a new version this month which she wants very badly, but she will have to pay for. Per our policies, she is entitled to a steep discount since her last purchase was less than three years ago.
Also worth noting is that she received a substantial discount on the upgrade she bought in 2005 well beyond what she was entitled to. Mark must have been feeling generous that day. <shrug>
Nevertheless she is angry that she will have to pay at all for the new version. Her logic of entitlement is truly fascinating. Let's take a look at it:
I know it's a bit tangled. Let me interpret, if I may:
Because she bought something earlier than the people who bought something within the last year (and are thus still entitled to a free download), she was supporting our company and product better than than those people who bought something later. Therefore, we owe her at least what we are giving those people and probably more.
It's funny. I though people paid for our product because they wanted it, could afford it and like the way we provide service. I thought the timing of their purchases was based on their current desire to have the product and their ability to afford it right then.
I also thought our part of the deal was to make a product, provide good service and hope people would buy it.
I honestly had no idea that our customers were buying something they didn't really want right then, out of the goodness of their hearts and for no other reason than to "support" us and our product. <sniff> How could I be so unseeing?
I think I'm going to go over the my Honda dealer and demand he restart my warranty. After all, I bought my car in 2005 and am supporting his company better than people who waited until 2006 to buy a new car...
We just came out with a new version this month which she wants very badly, but she will have to pay for. Per our policies, she is entitled to a steep discount since her last purchase was less than three years ago.
Also worth noting is that she received a substantial discount on the upgrade she bought in 2005 well beyond what she was entitled to. Mark must have been feeling generous that day. <shrug>
Nevertheless she is angry that she will have to pay at all for the new version. Her logic of entitlement is truly fascinating. Let's take a look at it:
So for those of us who purchased the product early we now have to pay again for the upgrade... Supporting the company/product early is obviously not a benefit.
I know it's a bit tangled. Let me interpret, if I may:
Because she bought something earlier than the people who bought something within the last year (and are thus still entitled to a free download), she was supporting our company and product better than than those people who bought something later. Therefore, we owe her at least what we are giving those people and probably more.
It's funny. I though people paid for our product because they wanted it, could afford it and like the way we provide service. I thought the timing of their purchases was based on their current desire to have the product and their ability to afford it right then.
I also thought our part of the deal was to make a product, provide good service and hope people would buy it.
I honestly had no idea that our customers were buying something they didn't really want right then, out of the goodness of their hearts and for no other reason than to "support" us and our product. <sniff> How could I be so unseeing?
I think I'm going to go over the my Honda dealer and demand he restart my warranty. After all, I bought my car in 2005 and am supporting his company better than people who waited until 2006 to buy a new car...
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