The problem may also be that not everyone who sells OEM software has an OEM
agreement with MS. Somewhere I have a document that says what I'm supposed
to do for the end user, and that includes providing support. Among other
things.

OTOH if a person buys OEM software independent of a system, he is probably
considered the system builder, and the seller is acting as a distributor
(albeit not one of MSs authorized distributors; another problem). As an OEM
with an agreement with MS, I get support from MS, but that individual who
buys one copy on the 'net doesn't get support as he's not in the program.

Another thing is that some people don't know where the line is between
technical support and training. And they aren't clear where they should go
for support, so they look in all the wrong places and get frustrated. Many
people think the system builder should be responsible for everything that
goes into the computer, and are quite surprised when Dell or whoever won't
troubleshoot their printers or games or obscure software.

"Jupiter Jones [MVP]" wrote in message
...
But is there "the rule that OEMs have to support the software" or is
that support if any comes from the OEM and not Microsoft.
The real fault may be that the customer is not informed why the OEM is
cheaper and what all the customer does and does not get.
Of course the idea "You get what you pay for" escapes many consumers
when they think they see a bargain and a not so informative
salesperson.
Microsoft may have a part in this as the packaging could be modified
to show it, however the package is not always seen by the consumer.

--
Jupiter Jones [MVP]
An easier way to read newsgroup messages:
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Please respond to newsgroup only for everyone's benefit.


"D.Currie" wrote in message
...
Personally, I'd like to see some way to enforce the rule that OEMs
have to
support the software. Or maybe lose the ability to sell OEM. As a
small
system builder, my customers can come in and ask me questions
face-to-face,
and that's fine. Or they'll call. But I also get plenty of calls
from people
who have bought from the big guys, and they can't get an answer.

Then there are the people who sell the oem software with trinkets,
and have
no intention or ability to answer questions.

I don't mind answering customer's questions, and even the not-yet
customers -- I figure some day I will get their business.

But it does irritate me that others shirk the responsibility to give
the
technical support they're supposed to. They aren't footing the cost
for
proper support, so they sell their stuff cheap, which is fine for
the
customer until they need help. And in the meantime, I'm providing
free tech
support in the hopes that I'll get work from that person in the
meantime.