Webtechniques: I Want My Money Back: "Charging a fee for a service changes consumers' expectations, as anyone who has made the conversion from free to fee can attest.The change in user expectation is entirely understandable, though. [...] The real tension between paid services and consumer expectations of them stems from the simple reality that delivery over the Internet is much more susceptible to trouble than delivery by virtually any other means. This is because online companies don't and can't control the entire delivery channel."