This is a case of serious disconnection with user expectations. You see this all the time - a software company (usually its developers) get so caught up in the

This is a case of serious disconnection with user expectations. You see this all the time - a software company (usually its developers) get so caught up in their code and the way the do things and their own terminology that they forget what users actually want and how they use the products. smugmug should use this as a learning experience, admit their mistake, and remedy the problem. I see this as a missed opportunity on their part.