This was the biggest (1) complaint for me - in light of what you discovered from your actual support experience, why was your expectation so off?
Was it that you expected support to be full of "how do I do this complicated thing?" questions that can be answered by an expert? That's an unrealistic expectation, but I guess now you know.
Or was it that you really thought that customers would be happy if you just took the time to explain your pricing model to them (also unrealistic).
It is kind of obvious from the types of emails you get, and the types of responses you give that it was not going to lead to strong customer relationships. If all you're doing is writing a 100 words to say "No, I'm not going to do what you want" that's not going to make things better.
(1) Actually 2nd biggest - the biggest was talking about "buying Castro" but having no explanation/links about who the author is, what Castro is, or how/when/why it was bought.
I guess I didn't think about it enough, but if someone emailed in with a feature request, or with an opinion that this tab should behave differently or whatever, I thought giving explanation would be helpful. "I actually tried it that way, but it didn't work because X, and Y, and I didn't even think about Z which breaks the whole concept, etc etc." As a dev, these types of explanations would seem meaningful to me. But in reality, these conversations are mostly not helpful for either party. That was the point I was trying to make in the post.
Fair point on 2, I honestly didn't expect anyone to read this tonight and had another post planned I thought might get comments on HN, but I just put this up for now until I could finish that one. I will do better at giving context next time.
There absolutely is. I fully engage with any user who is willing to put effort into helping me identify the problem, even if I can't reproduce it myself. Many users are cooperative and will go to great lengths to assist. If they don't, then sure, put it on the backburner as "I literally don't know how I can solve this". But I value my users and fix every single bug I'm capable of fixing.
Is it the most efficient use of time? No, I doubt it. I would probably make more money if I didn't do that. But that's the crux of the issue, isn't it. Software development is already extremely lucrative because the cost of reproduction and shipping is effectively zero, so you have ~infinite margin on every sale after the initial development cost is covered, with a potential market size of ~the entire connected world. Yet so many of us are always chasing more, more, more. It's not enough until you make $500k/yr or sell out for billions.
Don't say "it's not possible". Say "I don't want to do it because I can make more money by not doing it". You're allowed to make that decision. But then you're at least being honest with yourself, and you'll clearly understand why your customers are angrier after communicating with you than before. I can proudly say that my users are happier after communicating with me than before.
Even just oodles of debugging for a particular customer's build can go a long way.
People are however consistently willing to regularly make one-off purchases to get something they can "own". I've bought way more lifetime licenses for software than I've taken out subscriptions. When you consider that nobody stays subscribed for life, there's always a number that you can charge for lifetime which is in fact functionally equivalent to a subscription anyway.
It seems to often boil down to the fact that paying customers are paying to solve a problem so they don’t need to deal with it. Whereas developers are more interested in writing code than solving said problems for customers.
How soon is it? Tomorrow? Next week? 10 years?
People are so sure that LLMs will change everything >>soon<<.