Hi, I've been following this forum for a few weeks now and getting some great ideas from here. Learning how many mistakes I've made (contracts being #1) etc.
I've started a small web design firm a while ago, but this question is in regards to what I should do.
I have a client that we built a web application for that went live a week ago. A few bugs existed, and we are in the process of fixing them all. Our warranty period is for 30 days in which bug fixes are fixed with no cost. Anything additional, we charge for it.
This client had access to testing the application prior to go-live, that is why they approved it. Now they are coming back and saying that certain features are missing that we had previously discussed and certain functionality that are critical that aren't in there.
What I have said is that I will include one of those features at no additional cost because yes we did talk about it over the phone, and we missed it. Now as for the additional features (enhancements to search filtering) they are saying should be there and should not cost them any money. They have friends and family using the application now, and they are giving them feedback saying that why certain features are missing. They are now blaming me for the fact that being a web design/development company, it is "MY RESPONSIBILITY" to put in features that are essential even if they forgot to because they are not developers.
How is that even fair? They didn't submit a requirements document outlining the requirements, and throughout I have put in features that I thought were essential. Isn't it their responsibility as a new business to tell me what their requirements are?
They said that even though our work and design is excellent, it seems as though anything they ask for now is an additional cost. Of course it is. Bug fixes are free, but if you want us to work on it more, it will cost you more. They are saying that if they had known that when go-live occurs, they wont be able to add new functionality for free, and if they had known this they wouldn't have taken the website live so early.
What are you supposed to do? I'm a new business, the only contract was the invoice/estimate itself, and we have already gone beyond what I had written there. They've also mentioned they don't like hourly rates, so they want a fixed price for everything, which is fine by me, but still. Frustrating.
[edited by: httpwebwitch at 2:30 pm (utc) on Feb 22, 2011]
[edit reason] removed client quotes [/edit]