While that is a good fit for this comment, it _does_ fit in this thread as well. Others are talking about how common terrible support is, where getting money b

While that is a good fit for this comment, it _does_ fit in this thread as well. Others are talking about how common terrible support is, where getting money back for a terrible product requires invoking the court, etc. The GP posted an example of _excellent_ service, the kind that most vendors should aspire to -- and included notes that doing so doesn't seem to have a big impact on the bottom line. The counterpoint is, if your product genuinely is terrible, the cost of such a guarantee would be too high to bear.