CUSTOMER: You mean I have to pay for bug fixes?
ALEX: We don't like to call them "bug fixes." We prefer to call them "feature enhancements."
ALEX: If we called them "bug fixes," we'd have to give them out for free. Since we call them "feature enhancements," or "user packs," we can claim we're providing these only for people who actually want them, and can charge anything we want to...
CUSTOMER: But some of these features are absolutely essential to the program!
ALEX: Yes, it's very lucrative.