A software company in Tampa, Florida, has been called out for intentionally “bricking” a copy of its software, or making it non-functional, on the computer of a customer who had complained about it online.

Ham Radio Deluxe, as the name suggests, produces software for ham radio enthusiasts, including support for radio control and log keeping. But that support apparently didn’t extend to working properly on Microsoft Corp.’s Windows 10 operating software, and that’s where the story starts.

A customer who goes by the call sign N2SUB took to the forums on eHam.net to call out the compatibility problems the software has in Windows 10, despite the company claiming that it was compatible.

The customer didn’t hold back, writing that “If [Ham Radio Deluxe has] known problems, like compatibility issues with Microsoft products, you need to release a hotfix. It would take a day to create a script to do all of the things your page says to do, and it would be idiot proof” before adding “Know what you’re getting before you drop the money on software that, in my opinion, is not mature.”

According to TechDirt, the customer also opened a support ticket for the problems he was facing. Subsequently he was presented with a download from the company, which claimed it was a newer version of the software that would sort out the problems he was having. Instead of sorting the Windows 10 compatibility problems out, the download instead actually bricked the software altogether.

That may have initially seemed like an honest mistake upfront, but when the user contacted the company to say the download didn’t work, he was told:

“I’m sorry, but your support has expired and we are unable to provide you with any further support … We would also like to request that you NOT RENEW your support nor use our software due to the review you placed on eHam back in September. Remember that?”

The company cited its terms of service which apparently allows them to “disable a customer’s key at any time for any reason,” but then said that they would unbrick his software if he pulled the negative review:

If you remove the eHam review, which was blatantly false, we will remove the blacklist from you call. You are not buying software, you are buying your callsign’s access to the software. the so called bug you reported is not one in HRD, but one in the CAT commands of the FT­3000 radio, which have been verified with yaesu. Again refer to section 8 of the TOS, which was written by our Attorney.

A storm then ensued, with the company gaining much unwanted attention until saner heads prevailed. It turns out that one of the co-owners of the company had written the emails and decided to brick the legitimately licensed software without discussion with the other owners of the company.

The company apologized and the customer has had his software restored. Rick Ruhl, the co-owner who was behind the initial decision to brick the software, has “stepped down to pursue other interests,” a more polite way of saying he was shown the door.

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