Re: is there a comprehensive list of cockups?
"Oh, I didn't know you all support your customers indefinitely for free."
Smart businesses do. It is well known that finding new customers is harder than keeping existing ones. It is also well known that a sufficiently bad experience will mean that customers black-list you and for a number of years afterwards will buy from anyone-but-you. Bluntly, there's no point in producing new products if the support experience of the older ones is bad.
Support isn't *that* expensive if you have half a brain. Most genuine problems only need to be fixed once, properly, and most non-problems don't cost you anything but time. After 5-10 years, depending on the product, they may well be open to the suggestion that the best "fix" is to replace their gizmo with one of your more recent offerings.
In that last respect, Microsoft's repeated failure to convert XP and 7 users to more recent versions of Windows stands out as an oddity. Even without seeing the later versions, you can tell that they must really suck, based on the low conversion rates. It is astonishing that a company as large as MS has not shed more blood internally because of this demonstrable under-performance.