Another idea to consider is that when people buy software, they also believe they’re buying a service and not just a product.
In your pizza example: what if when the pizza was delivered, you discovered that it was missing a slice? Or that it had the wrong toppings on it? Chances are you would probably ask for a refund, or at least a replacement pizza. There is some idea of “attached services” even to seemingly one-time things like pizza.
Similarly, if you buy a PS3 game (on a disc, from a store) and then when you get it home it doesn’t work, chances are you’re going to take it back to the store. Sometimes games don’t work because of user error -maybe you bought an xbox game instead- and that can also be straightened out by the clerk at the store.
Traditional game distribution (in boxes, in stores) has a lot of that inherent “service” built into it: you can talk to the person you bought it from, they can talk to the wholesale distributor, they can talk to the manufacturer, they can talk to the company, who can maybe talk to the developers, etc. The president of Sony doesn’t have to answer every email from people asking why PS4 games don’t work in their PS3. There’s a “service layer” for that.
But then along came online distribution- first in the form of downloading a game directly instead of going to the store to buy it. This cuts out all of the above “built in” service mechanisms, which is GREAT for indie developers who can’t afford all of that middle-man service layer stuff. But now what happens if the game doesn’t work? You’re going to get an email from every grandma trying to buy Minecraft for Little Timmy, asking where the any key is. And a week later when her computer crashes, guess who she’s going to blame, well the last thing I did was download Minecraft, that must have been it!
And yeah, grandma is wrong- but she doesn’t know she’s wrong and from her perspective, she paid 10 bucks for a product (the game) but also the built-in layer of assumed SERVICE that comes with every product. Traditionally she could go to the store and talk to the person who sold it to her, not the developer directly. Traditionally, grandmas all over the world could go to different stores, so no single person has to deal with ALL of them.
But now that we’re distributing things online and the product comes directly from the producer (the developer of the game), the producer also absorbs all of the service-related responsibilities as well. That’s why Notch is constantly getting flack for every change in Minecraft. This is why Cas has to put up with angry teenagers blaming their porn viruses on his games. Is it right? Nope, probably not. Is it fair? Nope, probably not. But from the consumer’s perspective it’s natural based on how we’ve done business for thousands of years.
And it gets worse- now we also have downloadable content and updates in every game, the product itself becomes, in a way, a service. Most modern games aren’t a one-time product, but a service that evolves. So now I pay ten bucks and that gets me the game itself and also the assumed service that comes with every product but now also access to every update and new feature for the rest of time (some of which I might have to pay for, but the access is there). So now if the developer releases a new feature but I wanted this other feature, I start to perceive that as bad service that I paid for and now I’m going to write an angry email telling the service layer (who happens to be the one guy who developed the thing) all about that. And multiply that by hundreds, or thousands, or millions of users- and you start to see the kind of stuff that Notch and Cas talk about.