It is attitudes like that expressed in the article linked below that make me long for the day when I can afford to retire from the industry.
Perspective: Microsoft risks security reputation ruin by retiring XP - Computerworld
Here you see an industry analyst essentially laying the groundwork for some kind of "I told you so" idiocy that he would post sometime in the future, cynically presuming (and probably correctly so) that the fact that he expressed his vacuous expectations in the past would be enough to foster cognitive dissonance in readers of his later ranting, prompting them to ignore the unreasonable nature of those expectations.
Our society is rife with incidence of irrational sense of entitlement - in all quarters, not just with regard to the purchase of software, but I think the nature of software, as something that some people have a inanely self-serving incapacity to acknowledge has value in the same way that a laptop computer has value, makes it a frequent victim of the pervasive irrational sense of entitlement in society. It's one thing to see the phenomenon in action - it is even worse to see someone standing on a respected soapbox seek to exploit this societal illness.
Perhaps you have to be in the industry to understand the nature of what we're talking about. Software support is not something that you have bottled up on the shelf, and can decide willy-nilly whether to offer it for sale on a whim. The cost of sustaining engineering substantially increases as the need for it decreases. This isn't just a matter of economies of scale (but that is part of it), but also a matter of resource management. To a great extent, high quality sustaining engineering relies on institutional memory: People who are working developing and extending the software day in and day out generally have the ability to recognize or efficiently identify the source of a problem. As people move onto other projects, the risk of offering sustaining engineering increases, as fewer and fewer people have less and less retention of institutional memory that can be applied to diagnosis and remediation of problems. So you're faced with either the cost of that risk, or the cost of maintaining people in positions that are effectively earning you little or no profit, doing work that is little more than busywork (because customers that have stuck with a technologies long after it is been superseded by newer technologies also resent any substantive changes you make to the product), simply to maintain sufficient institutional memory to support the ability to do effective sustaining engineering.
Microsoft faces another problem, that we don't face at my company - that offering extended support indefinitely depresses their new license revenue stream. It is absolutely fair for them to present an offer to customer and expect the customer to abide by the agreement, not only the logistical realities of the agreement but also the spirit of the agreement. Buying something that comes with ten years of support and then in any way begrudging the ending of the support after ten years is disingenuous. It shows a lack of character, in my opinion.
We all wish that everything we buy is
exceedingly inexpensive, and at the same time we wish
superlative compensation for what we offer. We all wish that everything we buy has
perfect quality, forever, and at the same time we wish people to expect nothing more from us than our
best efforts. It is really important to recognize that the green characteristics and the purple characteristics work against each other.