If one buys a car and it is clearly understood that it will be serviced at a cost, why should anyone expect that the garage is indebted to you unconditionally for the remainder of the life of the product free of charge? Even if that help is “just asking a question about a technical part of the engine?”
Stupid situation isn’t it? People just simply fully understand and expect and are happy enough to pay to get their car fixed. Some garages might even charge a flat daily rate for the car just being on their premises and customers don’t complain too much about this and pay for the service, even if grudgingly. It is simply understood.
So how come some people expect that a company would provide them unlimited free support for buying a gadget for BD100 or 300 or even 5,000? Why do they assume that buying that product also gives them the right to assume that they have actually bought the whole organisation which should be at their beck and call? Why do they get so aggrieved when they are presented with an invoice for services rendered and not only abjectly refuse to pay it, but immediately cut their relationship with your company “because you hurt their feelings and tried to take advantage of them“!
Listen, when you buy a product there is a specific warranty period, normally limited in that it is the buyer’s responsibility to return the product to the factory to be repaired and returned to them at their expense on completion of fault investigation and repair. If one needs more then that service then an agreement is entered into between the vendor and the customer where terms are agreed as well as charges for the duration of that agreement. There is nothing for free, and services cost money sometimes in excess of the physical value of the product itself.
As much as we strive to help our customers we need to recoup the costs involved in support services at least and also make a profit which may be reapplied within the business to allow it to grow so that these services are upgraded and continue to be rendered in the future. If you do receive that service free of charge occasionally, at least have the humility to say thank you.
Businesses are not charities, support costs money and if you buy a product you do not buy the person or the organisation that sold you that product too.
Deal with it!