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Message: <blockquote data-quote="P1NBACK" data-source="post: 5342577" data-attributes="member: 83768">I don't see anyone flying into a rage. I just see disappointed and dissatisfied customers who have come to expect this service as part of their subscription package. lol... It's one thing to "follow the terms" and another to abide by an expectation set by the service you are providing and the paying customers needs and wants. As the analogy said before, when I go into a restaurant, that restaurant may not be legally obliged to give me good customer service, serve my food quickly and hot, and refill my drinks when they are low. But, it's definitely expected. If WotC wants to keep customers (and it certainly appears they do) they refund the dissatisfied customers. Same concept. Otherwise, I cancel my annual subscription entirely (which I've had since the get-go) and you don't get any of my hard-earned dollars. Yeah? Oh yeah. I definitely expect companies to go "above and beyond" - that's what any customer expects. That's what separates good, successful companies from lousy ones. I don't think anyone is arguing about a company "doing nothing wrong" in this sense. It's about the company providing the service as expected. The reason that clause is in there is not because WotC isn't obliged to provide the updates, it's because WotC wants legal backing so they don't get sued in an instance where they don't get the updates out. That doesn't mean the customers don't want/need/expect those updates. And a smart company does well to ensure that the customer is serviced in this respect. In the example of your milk man business, if I were your competitor, I would probably have a similar contract (to avoid being sued), but where you would turn a cold shoulder to the customer who didn't get their milk, I'd give them a free month's supply, or extend their contract, or give them twice as much milk. It's called customer service. When we enter into these contracts, we do well by each other to maintain a reasonable business relationship. WotC surely isn't going to "patiently wait a month" if I skip my fees. It's a two-way street. And, luckily, WotC doesn't have your philosophy on customer service and expectations. Luckily, WotC is the milk man that wants to take care of their customer base (because as any business major will tell you, it costs more to get a new customer than to keep an old one - especially those loyal enough to stay with you even though you completely butchered the original vision of the product). Yeah?</blockquote>

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