I think there is a difference in expectation of customer communications and support dependent on the area of the market you deal in. Meridian is a high end company with expensive products. It would not be unreasonable to expect a high level of support as is usual for luxury brands either direct or via a dealer network.

Fitcaz also raises the difference between bug fixes and improved features. When you buy a piece of kit which is advertised with certain features, you would expect it to work "as advertised" or be fixed free of charge. It is not unreasonable to pay for feature improvements but Meridian have merged these two areas in the past by giving no cost updates to existing users. There was no "right" to improved features but they were provided along with the fixes.

Malcolm