Software Errors: Recovery Rights against Vendors

By Schneider, Gary P.; Barkacs, Linda L. et al. | Journal of Legal, Ethical and Regulatory Issues, January 1, 2006 | Go to article overview

Software Errors: Recovery Rights against Vendors


Schneider, Gary P., Barkacs, Linda L., Barkacs, Craig B., Journal of Legal, Ethical and Regulatory Issues


ABSTRACT

Businesses that experience problems with physical products they have purchased find that the legal system provides adequate redress for their grievances. Large verdicts or out of court settlements are not unusual for product liability in business-to-business transactions. Software vendors routinely immunize themselves from such product liability by including exculpatory language in the agreements to which users must agree as they install the software. This paper examines the rights of companies to collect damages from software vendors when their products introduce errors or fail to perform transaction processing tasks correctly. The paper also outlines future trends in this area.

ERRORS IN BUSINESS SOFTWARE

Software vendors regularly ship software that has defects that are known to the vendor and that the vendor does not disclose to the purchaser (Kaner and Pels, 1998). Some of these defects are quite serious. For example, in the case of Mortenson v. Timberline (2000), Mortenson used Timberline's Precision Bid Analysis Software to prepare a bid for construction of a medical center. The software contained errors that caused Mortenson to bid the job approximately $2 million lower than it should have bid. Bills (2002) reports a software glitch at the Bank of America that processed automated clearing house payments incorrectly, resulting in unauthorized charges to thousands of customer accounts.

Although individual examples of software errors are interesting to read, the true danger of the current situation is made clear by studies of the extent to which accounting software is plagued by errors and by estimates of the dollar impact of these errors. Financial Executive's News (2002) presented a feature report on a series of common errors in mid-level accounting software packages. Goodwin (2002) reports the results of a study of 45 financial software applications. The study found that more than half of the applications contained errors that could have been fixed easily if they had been detected during the design of the software. Estimates of the annual cost to U.S. businesses of software errors is approximately $60 billion (Jusko, 2002; Trembly, 2002).

The way that software errors enter the software production process and the final software product is also enlightening. If software errors were the inevitable outcome of a complex process, which some researchers have argued in the past (Foster, 2003 ; Nakashima and Oyama, 1999; Roush, 2003), then there might not be much that legal reform could do about the problem. Although it is true that some software error situations are probably beyond the control of software vendors (for example, the rapid development cycles of annual revisions of tax preparation software might make them the exception to the rule (Johnston, 2001)), most business software developers do not work on tight deadlines and rapidly changing tax rules.

Kaner and Pels (1998) report that some software publishers track the number of errors that are discovered in their software after it has been released, calling these bugs their "surprises." They only include errors in this category that had not been detected in the software development process by programmers, quality assurance technicians, or by their own customer support staff. A common experience among these companies is to have fewer than five "surprise" bugs surface after the software is released. Many of them report only one or two such "surprise" errors.

This means that the large number of bugs identified in the industry press is not a true reflection of some innate condition in software development. In fact, it suggests that most software vendors know about the vast majority of the bugs that exist in the software they release. They just are not telling their customers about the errors.

LIMITS OF TOLERANCE

An increasing number of writers are reporting that business managers and IT staff members are coming to believe that tolerating software errors is no longer necessary (Foster, 2003; Hunter and Boscher, 2003). …

The rest of this article is only available to active members of Questia

Sign up now for a free, 1-day trial and receive full access to:

  • Questia's entire collection
  • Automatic bibliography creation
  • More helpful research tools like notes, citations, and highlights
  • Ad-free environment

Already a member? Log in now.

Notes for this article

Add a new note
If you are trying to select text to create highlights or citations, remember that you must now click or tap on the first word, and then click or tap on the last word.
One moment ...
Default project is now your active project.
Project items

Items saved from this article

This article has been saved
Highlights (0)
Some of your highlights are legacy items.

Highlights saved before July 30, 2012 will not be displayed on their respective source pages.

You can easily re-create the highlights by opening the book page or article, selecting the text, and clicking “Highlight.”

Citations (0)
Some of your citations are legacy items.

Any citation created before July 30, 2012 will labeled as a “Cited page.” New citations will be saved as cited passages, pages or articles.

We also added the ability to view new citations from your projects or the book or article where you created them.

Notes (0)
Bookmarks (0)

You have no saved items from this article

Project items include:
  • Saved book/article
  • Highlights
  • Quotes/citations
  • Notes
  • Bookmarks
Notes
Cite this article

Cited article

Style
Citations are available only to our active members.
Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

(Einhorn, 1992, p. 25)

(Einhorn 25)

1

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Cited article

Software Errors: Recovery Rights against Vendors
Settings

Settings

Typeface
Text size Smaller Larger Reset View mode
Search within

Search within this article

Look up

Look up a word

  • Dictionary
  • Thesaurus
Please submit a word or phrase above.
Print this page

Print this page

Why can't I print more than one page at a time?

Full screen

matching results for page

Cited passage

Style
Citations are available only to our active members.
Sign up now to cite pages or passages in MLA, APA and Chicago citation styles.

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn, 1992, p. 25).

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences." (Einhorn 25)

"Portraying himself as an honest, ordinary person helped Lincoln identify with his audiences."1

1. Lois J. Einhorn, Abraham Lincoln, the Orator: Penetrating the Lincoln Legend (Westport, CT: Greenwood Press, 1992), 25, http://www.questia.com/read/27419298.

Cited passage

Welcome to the new Questia Reader

The Questia Reader has been updated to provide you with an even better online reading experience.  It is now 100% Responsive, which means you can read our books and articles on any sized device you wish.  All of your favorite tools like notes, highlights, and citations are still here, but the way you select text has been updated to be easier to use, especially on touchscreen devices.  Here's how:

1. Click or tap the first word you want to select.
2. Click or tap the last word you want to select.

OK, got it!

Thanks for trying Questia!

Please continue trying out our research tools, but please note, full functionality is available only to our active members.

Your work will be lost once you leave this Web page.

For full access in an ad-free environment, sign up now for a FREE, 1-day trial.

Already a member? Log in now.