Not that long ago, when I called up a vendor asking for a modification, an alteration or addition to a service or software product, they would quote me a price and I would expect to pay it. There may be some negotiation, but not much.
Now, when someone calls us asking to change a software feature or add this service or that, they expect it to be free. They expect that it is already part of the price they are paying.
When did this happen?