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I think this announcement is fine. No language on earth would make free users happy, it gets right down to business, and it includes a clear and specific table
by floatingatoll 6y ago
I think this announcement is fine. No language on earth would make free users happy, it gets right down to business, and it includes a clear and specific table showing what’s being changed. There isn’t really anything else to be done - an apology would just be decried as throwaway corporate speak or as mocking the helpless.
- ironmagma 6y agoYou can't make them happy, so at least be honest. The lede is buried, and user-blaming language like "We need to eliminate both the confusion and the misuse that exists within our offerings," implying that the users did something wrong, when it was in fact the company that got the pricing wrong. Not to mention the misleading infographic with the checkmarks (which displays the important information in a more dim, harder-to-notice color and displays old outdated information in bold black which goes top to bottom) or the interstitial with the dark pattern button that says "I don't want to save 40%" in order to dismiss.
- floatingatoll 6y agoI imagine there's a lot of 'free' users that are using the product to make a significant profit, as they seemed to quite precisely be cutting out the steps where they are part of a 'toolchain' and not just an 'all-in-one basics' solution. They're clearly also worried about the cloud costs that were incurred by the free users in various respects, which suggests that too many people were not paying for it vs. costs. That confusion, that misuse, is clearly their own fault for allowing it to happen at all. The quote you provide doesn't read as user-blaming to me, so I'm not sure how to respond to that point.