Software is not different than any other product, in fact, people are very skeptical of acquiring a new software because 1 they don't know it, 2 they don't trust it, 3 friends tell me to get the one that works. This is so real for everything, the cars we buy, the brands we consume so all it takes is a brave user to struggle with the product to decide for the rest of the consumers.
Basically the problem lies at the software company, there's a huge need for revenues and companies do whatever it takes to simply get the sale done; Sales and marketing departments promise the moon in a summer night just to close the sale simply because they must keep the numbers up regardless of the product's quality.
So after the sale is closed the problem begins when the product has "issues" This is BAD advertisement for any company especially software but companies don't really care about it, they see the problem, fix it and move on, they call it "bleeding" because this customer will eventually "drop" the product, assume the loss and crucify the brand forever, in fact, in his frustration, he will make sure his friends are aware of the bad product. I personally agree with them.
As a result, companies with a strong tested product get stronger and they abuse prices knowing they are the best in that market so customers will pay FORTUNES for their product just because "IT WORKS" and new strong products will never get a chance.
Bottom line is companies should STOP SALES when there's a problem, CARE about the new client getting a broken product not just getting their money and hope to get them "fixed" in next update or giving them customer service bumper stickers like "we understand your frustration" and treat them like numbers.
How do we get this ugly and greedy corporation thinking to not to affect small and strong new product?
I hope I knew, I guess that's the journey a new product has to take.