He couldn't even turn it off. He hasn't been able to figure out what he's gotten in return for a much slower program. A free version of Adobe's ActiveShare intended to entice customers to buy the deluxe version was so awful the strategy backfired. He doesn't want any more of the company's software. The answer to the question about how these quality problems are still occurring for other companies is also straightforward.
Quality management is an extremely tough business.
Not only must we continually apply the best known methods and tools, but we must stay focused on what is truly important. There are a number of common problems in these examples. Customers are infuriated when they're promised far more than is delivered. These promises can be explicit, as in the airline ads, or implicit. Customers expect tires to not come apart on the highway.