My wife had this problem with @#%$# software she purchased. latest stuff, works on the server and does offline processing of their data. Runs like a top for 2 days and stopped
(resource Leak). Vendor didn't know anything about it.
I bought software recently that was designed to speed up and maintain my computer.
It has anti-virus, defrag, registry cleanup. and a bunch of great stuff. I liked it's trial version quite well. (I think computers should maintain themselves.) The nifty system monitor had a resource leek. (Handle leak0 and was bogging down the system. Opened a tech support ticket with them and sent them a carefully written analysis of the problem... what no response 3 weeks later. so much for prompt tech support (on a paid license.) (I disabled that function, so itâ€™s no longer leaking)
You can change "Windows" with "Autocad" and more or less, so it goes in my work.
And sometimes the software doesn't work with previous versions (say, if you save a project with version 7.20, you cannot go back to version 7.10). And we need to collaborate with another division, so we must have the same version.
The bright side is that, with our new machines and system, upgrading is no longer the 4 hours drama it used to be...
I'm just amazed that the sales guy even admitted the possibility it was their problem! In real life he would have said something like "Did you modify your OS without reference to us, as per the licence agreement?".
We appreciate your business ... and are happy to report that the problem is resolved in the new version to be released next month. As a valued existing customer, we are willing to offer you a 15% discount on the purchase price.
In the real world:
Any company that does not cover this in the support contract deserves whatever happens to them. This *should* only be a major issue with a very small supplier that is physically incapable of providing a solution or financial compensation in lieu.