<< How naiive.
It takes much more than just keeping a database. The databases exist and will continue to exist. The problem is that in order to support these older products, MS must keep trained, experienced support staff. The support folks are busy supporting current products, and the expertise on the older products quickly fades. Do you know how to change the IP address of a computer running Windows for Workgroups? I don't. I haven't done anything like that in years. Neither has most of MS support staff.
Keeping a database is easy and cheap. Keeping expertise in house is not. Microsoft hires very smart people who are driven to learn and use the latest technologies to help their customers solve problems. The experience on the older products quickly fades. It simply makes no economic sense for MS to continue to provide phone support that is obsolete and used by only a fraction of their customer base. It would make no economic sense for ANY company to do that. If people weren't driving 15 year old Hondas, Honda wouldn't make parts for them any more. [?Q]
It takes much more than databases for Honda too. It takes warehouses, inventory systems and knowledgable personnel. Honda has perhaps millions of parts for thousands of products, not just a few dozen products with no parts whatsoever (or at the very least parts that can be stored on a disk and be shipped by phone line). Instead of moving to a 3 year product cycle and forcing those older customers to upgrade or go to hell they continue to treat every customer as the valuable asset they were considered when they made the purchase. So I guess its how you define economic sense - if its more economic to screw your customer because you can, then I stand corrected. The great thing about a monopoly of course, is that you don't need customer loyalty.
Anyway, I'm not sure I'm the naive one here.