Dear Mathworks, how to NOT "Do the right thing"....

As part of my student volunteer work for a human behaviour research lab, I was tasked with modifying some Matlab code that takes advantage of EEGLab (an open source suite that runs on top of Matlab).  The code is intended to simplify batch processing of participant data for students running studies.  In order to do this project, I BOUGHT the Student edition of Matlab.  Unfortunately, at the time I bought it, only the 32-bit edition was available in the Student version, though I am running Windows 8 on a 64-bit system.  I subsequently found out that I'm faced with critical "out of memory" errors, even though I have 8GB of memory.  Even more frustrating, the 6GB core 2 duo in the lab can run more files without memory errors, than I can...  The answer, I am told, is to move to the 64-bit version, which was released just 90 days after I had purchased my 32-bit license.

I emailed customer support and requested what I hoped would be a free upgrade.  They flat-out refused.

Ironically, their Mission and Values statement says,

Our guiding principle is "Do the Right Thing." This means doing what is best for our staff members, customers, business partners, and communities for the long term, and believing that "right" answers exist. It also means measuring our success, not merely in financial terms, but by how consistently we act according to this principle.

Dear Mathworks.  I actually BOUGHT my software.  When literally thousands of people out there are using ILLEGAL copies, I DID THE RIGHT THING.  Once upon a time, software companies used to give their LOYAL customers free upgrades if they released a newer version within 6-12 months of the date of purchase.  I really WANTED the 64-bit version, but you didn't have it ready.  Then, when you finally DID have it ready, a mere 90 days after my purchase, you want me to buy it again, even though there are KNOWN issues in terms of memory utilization with the 32-bit version running on a 64-bit system. Wouldn't it be DOING THE RIGHT THING, to allow your customers who are running 64-bit systems and have made a purchase in the last year a free upgrade to the 64-bit version?

Personally, this kind of "squeeze the customer for every penny" attitude is what is driving so many in the biological sciences (and economics) to open source systems like R.  I hope Mathworks wakes up and figures out what "Do the Right Thing" really means when it comes to treating their customers fairly, or they will continue to lose them in droves in the coming years.