We picked up a sale from a competitor last week.  Without wanting to sound arrogant, this is not unusual.  However, this time, the circumstances were odd.  The user called their software supplier with some questions, were told that the old DOS software was unsupported and ordered to spend around $15,000 upgrading.  This is despite the fact that the user still had eight months on their prepaid support contract with the firm. 

The poor customer service experience led to the owner switching to us.  While I am happy to have the business,