from Hacker News

Software updates should be free forever, some people think

by NameNickHN on 2/5/18, 2:17 PM with 11 comments

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?

  • by nathan_long on 2/5/18, 2:35 PM

    They 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"?

  • by microcolonel on 2/5/18, 2:50 PM

    Well, 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?

  • by hluska on 2/5/18, 3:18 PM

    It'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.

  • by znpy on 2/5/18, 2:37 PM

    Explain 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.