"Oh, you bought SOFTWARE?? All those pretty marketing pages about our amazing safety and protection system do not apply to virtual products. We agree this vendor totally screwed you over, but it's not our problem."
(this was a few years ago, may have changed)
edit: It eroded my trust in the company completely. I don't really have an opinion of their technology.
I agree, but I also have a counterexample:
"Oh, you bought SOFTWARE?? All those pretty marketing pages about our amazing safety and protection system do not apply to virtual products. We agree this vendor totally screwed you over, but it's not our problem."
(this was a few years ago, may have changed)
edit: It eroded my trust in the company completely. I don't really have an opinion of their technology.