I still remember using phone support in 1994-5 with Metrowerks, when CodeWarrior had a serious shared library loading bug. The bug was know but not fixed in that version so we had to order a new version since it took several CDs. So the old style of support persisted into the early days of the web because most people did not have the bandwidth or space to download significant patches. When updates were placed on servers in 1994-5 the servers got slammed. Apple put System 7.5.5 on ftp.apple.com and I had to download the update from usnet groups instead because all the official servers were busy.

I still remember using phone support in 1994-5 with Metrowerks, when CodeWarrior had a serious shared library loading bug. The bug was known but not fixed in that version, so we had to order a new version - several CDs. So the old style of support persisted into the early days of the web, because most people did not have the bandwidth or space to download significant patches. When updates were placed on servers in 1994-5, the servers got slammed. Apple put System 7.5.5 on ftp.apple.com and I had to download the update from Usenet groups instead because all the official servers were busy.