No, the customer is not always right.

While we try to maintain a high level of support and professionalism here at SpamButcher, we have to draw the line someplace. Here are some paraphrased versions of some of my favorite "support requests."

"HELP ME!!! I installed Junk Mail Filter Elite (they never get the name right...) on my computer, and now it only boots up in black and white! What did you do to me?"

"Hi, I'm a senior partner with MegaBizPro Consulting. Your product shows a lot of promise, but you really need to make some changes. I think I can help you guys out. If you can add the following five features, we might be able to start recommending your product to our clients."

"Please don't block mail from our company. We are completely CAN-SPAM compliant."

"I downloaded SpamButcher to get rid of spam? The first time I opened my emailer guess what? Spam."

We really got the last one a few days ago - no paraphrasing here. In cases like these when the user complains of a problem, but gives no information about what's going on, we often don't bother responding. To be honest, if they do purchase, they'll probably end up being a chronic support issue. Some customers will naturally hit problems, and require substantial support - that's the cost of doing business. But we certainly don't actively pursue customers that seem to be problem children from the beginning.

On the other hand, if they have already purchased - we always respond (with a few, rare exceptions). We offer free support for the life of the product, and we do stand behind that.

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