We have helped them a lot over the past four months. In terms of man hours we’ve easily lost double our margin. All because the management caved.
We made them aware that under normal circumstances the first years support was mandatory. They refused the support and the software company agrred on the basis of guaranteed repeat business which has showed no sign of appearing except when they want support.
I appreciated that without all the detail it may seem that we are the bad guys. However I can honestly say that if we stuck to our guns of mandatory support for year one, then we wouldn’t be in this mess.
But throwing consumer rights around, saying its not fit for purpose when it has worked for the past near 4 months. All previous support calls for them were more consultancy than fixing things. Isn’t really fair on us.
Not worded well, and as its a forum im bound to be made out to be the bad guy,but I just want to know if they can demand to return software that has worked and they broke via not knowing what they are doing with it.