They charge what they feel their time is worth. Those of us who aren’t up to paying their prices are left to lean on one another to find the answers we need. The Magento community is very active and supportive, and you can get a whole lot out of it if you’re patient, diligent and cooperative about getting what you want.
I strongly advise that you consider the level of your outrage against what you’re paying to use this product, which, as you know, is nothing. That is also what the developers of Magento Commerce have been paid to make it available to you. There is a limit to what you can demand of them, just as there is a limit to what anyone can expect from you for free. I can tell you already know this. What I think needs readdressing is your threat of writing an angry review of the software because a robust, full-featured e-commerce framework, provided free of charge, somehow falls short of your expectations.
We have no more right to be able to understand Magento at a price of our choosing than we do to understand how to do electrical work or build houses. We have a choice: we can pay what it costs to have it done for us, pay what it costs to get a proper education, or work very, very hard and teach it to ourselves using whatever resources we can afford. (But it’s not Home Depot’s fault if we can’t find someone to teach us the plumbing trade for $6/hr.)
It’s a lot of work. It’s very frustrating. I’m right there with you. I’m no developer, but I’ve put in hundreds of painstaking hours and I’m proud of what I’ve made with Magento. I don’t think someone at my level could’ve done it with any other software, or without this community to pose questions to and search for past answers. It’s been worth it. And there are things that no amount of community support can help me with âÂ like running software updates on it. For that, and anything else that is simply out of my reach, I hire a professional. I highly recommend it.
For what it’s worth, I agree that it would be dreamy if someone decided to offer direct support for cheap somehow. I just can’t see getting mad about it.
And I wish you better luck in the future.