I was a booster until they added a terrible feature to bypass master password on smartphone app with pin. The impact of losing all those details would be massive. "Sunsetting" products or features has an impact on your customers that you need to be prepared for.įor reasons that are difficult to articulate I just don't trust AgileBits to not completely bugger up things for me in some way by changing something that they regard as unimportant, but to me is significant.Įven to me, this feels like I'm probably overreacting, but my passwords and online identities are so important that even the smallest hint of untrustworthyness is unnerving. They understand that they become a part of people's lives, and you mess that up at your peril. Something I respect from Basecamp is their commitment to keeping their old products around (and keeping them maintained, even if they get no new features). The way the software communicated what was going to happen really didn't help, and there was a real feeling that this could all go horribly wrong.
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I've never been more nervous about an update to anything than I was with that update. I'm not sure they understand how much their product can become a part of how people go about their daily life, and how changing that, no matter how small, can have pretty significant effects, with an accompanying emotional response.Ī while back they changed the way their vaults worked and you had to upgrade them.
It's difficult to explain, but every time something like this comes up their responses frequently seem "off" and tone deaf. I've been a long-time user, and currently a subscriber, but I've just found the direction 1P is heading, and the way AgileBits communicate a lot of this to be frustrating.
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