While such lawsuits are not the norm, they illustrate the growing frustration surrounding product updates.

A recent New York Times column was devoted to the subject. "Manufacturers often improve computer products without fanfare," states columnist Stephen Manes. "Problems are fixed. Bugs are slain. Features are added. Often these improvements cost virtually nothing. But when and whether you get them, or even find out about them, can depend on perseverance, fortitude and luck."

InfoWorld, a popular computer news weekly, has also focused on the problem. A recent column suggests that one reason users are becoming increasingly concerned about software bugs and updates is the fact that they now often pay money to find out about them.

"It used to be that we knew we would be given the support we needed to make it work. That's no longer the case, of course. More and more frequently, the cost of support is now unbundled from the price of the product, allowing (and even encouraging) the customer to seek support from third parties. Now, when vendors tell you that their products aren't going to do what you purchased them to do, they are quite likely charging you $2 per minute for the information."

Current Product Update Methods are Inadequate
Many vendors do a good job of identifying software bugs and making fixes, product updates and improvements available. What is problematic is how those improvements are communicated and delivered to the customer.

A number of methods currently exist for distributing updates, most of which are expensive or simply fail to reach many customers.

Mailings and Advertisements are Costly
For example, some vendors use the traditional approach of sending out mailings to registered users. This method, however, can be costly and ignores the many users who fail to register. Advertising, another form of notification, suffers the same liabilities of high cost and haphazard results.

"Silent Upgrades" Evoke User Wrath
Many bugs and software updates affect only a small portion of a vendor's customer base. In this situation, mailings and advertising become particularly non-cost-effective. And replacing product in the distribution/retail channel, often very expensive, is extremely difficult to justify. Some vendors solve the problem by simply incorporating a bug fix or new driver in the next shrink-wrapped packages they ship, without a public announcement. Similarly, they quietly provide the software free to those users that call technical support lines and complain.

Such hushed distribution of updates -- known as "silent/stealth" updates or "slipstreaming" -- are becoming increasingly well known and unpopular.

"As inventory works its way through distribution channels, two apparently identical products cheek by jowl on the shelf may contain slight or substantial differences inside," reports one computer columnist. "How does a consumer find this out? Mainly by luck."

Proposed revisions to the Uniform Commercial Code, regarding software, may also reflect such negative sentiment. InfoWorld is one computer publication that has been meeting with users and publishing discussions about the revisions, or what it terms a "Software Buyers Protection Act."

"The rough idea we've been working with all along is that software vendors must be made responsible for disclosing to potential customers what they know about their products' bugs and incompatibilities."

Why Existing Online Update Procedures Fail
An improved method of updating that most vendors have now adopted is making software updates, patches, etc. available online. Many vendors post such software on their World Wide Web site or on company BBSs or commercial online services.

However, this method places the burden on the customer to educate themselves about valuable updates and new software. The user must first search the Internet or online services to find out if a site for a specific vendor exists, then continue searching to find out if an update, patch, new driver, etc. is available. This time-consuming process (which often takes hours) soon becomes overwhelming when applied regularly to the many different applications, utilities, operating system files and device drivers contained on the average computer system. As a result, online updating can quickly become a frustrating experience for novice and experienced users alike.

"Some of the stuff just isn't there," reports one corporate network administrator that regularly surfs the Internet. "It's a mixed bag. Sometimes you can spend more time trying to find an answer than you do by just picking up the phone and calling."

Added to the problem of finding online software updates, is the ensuing chore of downloading and installing them. Many users lack the skills to properly configure their computers when adding and removing software. As a result, installing software updates can sometimes introduce problems rather then solve them.

New Solution Saves Vendors Millions -- Saves Users Time
What is required is a process that offloads both the user and the vendor of expensive, time-consuming update procedures -- a process that proactively informs users of all the software updates, upgrades, patches and new drivers they require to avoid problems and keep their systems up to date.

CyberMedia, a growing company based in Los Angeles, has developed a product that does just that.

Oil Change, a new software program, is the first product that enables users to automatically access, download and install updates to all the software on their computer systems. It helps off-load the vendor's burden of educating users and shipping updates, potentially saving millions of dollars.

At the same time, it allows users to "tune-up" their PCs-quickly and easily, on a regular basis.

New CyberMedia Product Performs Custom Update Searches
Oil Change first scans a user's computer, logging information about all software on the machine: applications, operating system, environment and peripheral drivers (.COM, .BAT, .EXE, .DLL and .DRV files, as well as application-specific data files). It then compares that data to a continually updated database of information on available updates, upgrades, drivers, bug fixes, etc. In essence, Oil Change provides automatic, customized update searches.

Automatic Notification
When Oil Change discovers a new update the user lacks, it notifies the user by electronic mail and asks if it should download the software to the user's machine. Users can set Oil Change to run consistently in the background, or at specific scheduled times.

Automatic Access and Optional Installation/Undo
Once the download is approved, Oil Change automatically connects to the proper Web site or online service and fetches the appropriate software, instructions and technical information. Then, if the user desires, it will automatically install the new software on the user's machine, correctly configuring the computer. This feature is particularly valuable to novices will who no longer need to be intimidated about making software changes.

If the user decides they don't want the update after all, an optional automatic "undo" procedure can be activated. This process not only removes the update, but replaces the original version of the software just as it was before. No longer do users have to undertake a lengthy installation process for software they previously had on their machines.

Automatic Security Checks
Prior to downloading, Oil Change verifies all software, ensuring authenticity. The product supports Internet security standards, including PKCS#7 Digital signatures and X.509 Certificates. Oil Change also pre-scans all software for viruses, providing users and vendors an added measure of protection.

Protects User Privacy
Many users are reluctant to update their software if it means they must reveal specific configuration information about their computers and networks to vendors. While such information can be vital to providing appropriate updates (drivers for specific peripherals, etc.), some users, particularly business customers, are opposed to vendors building specific user profiles.

CyberMedia, a leading supplier of support software systems, acts as an objective intermediary, allowing vendors to reach reticent users who can now obtain the updates they need in a private manner.

Routine Maintenance in a Fast-Moving Industry
The industry's current approach to solving PC update problems is limited to inconsistent, unreliable solutions: expensive mailings, hit-or-miss costly advertising, "silent upgrades" and time-consuming online searches. What is needed is a more consistent, reliable, and proactive method of educating consumers and delivering updates.

The increasing popularity of Internet-based technical support illustrates the industry's realization that PCs require timely, routinely scheduled maintenance. Just as cars need regular oil changes, tune-ups, and new tires, PCs require the latest software updates, bug fixes, and drivers, to function properly. But, because personal computing technology changes so quickly, the average user is often unaware of the changes or hasn't the time to keep up.

A Compatible Pathway for the Future
CyberMedia is creating the pathway on which both vendors and users can travel. Via its new Oil Change update product, it is saving vendors money and saving users time, while ensuring important updates are regularly received. And that means everyone can focus on what computers were designed to do to begin with -- improve productivity.