McIlroy--Winning Battles, Losing Wars

Of course, this being the real and imperfect world, the story has not been 100 percent joy and happiness. Along the way, privately held Quark Inc. developed a reputation for some of the worst customer support in the business. It wasn't merely inadequate—lots of software companies can match that. But through its strict licensing policies and high-priced upgrades, Quark layered in a level of implacable arrogance that put a young industry on edge.