MAS Price Just Increased to $24.95 [Sale ended]

hmurchison

[quote name='Tomred' timestamp='1316559202' post='50706']

Registered solely to add to the criticism





Mind you, customer retention strategies don't seem to be high up the agenda.



Alternative products anyone?

[/quote]



Software vendors that move from direct deliver to the Mac App Store have no other option but to ease users via a

good price and/or free upgrade. In essence they are paying the costs for their customers as any good company

does at some level.



Is 1PW a perfect product? No it is not but there's not another company out there with the featureset and platform breadth

so if "restricted" is a negative thing there then you're going to LOVE the competition because in comparison to 1PW their product

has been "restricted" for some time IMO.

Tomred

No product is perfect. And I bought 1P. So you can draw your own conclusion.



I understand the App Store limitations. But it doesn't take much to keep your customers up to date. And that is the no.1 priority of most companies. Not here.



Outside of not being eligible for a 3.x upgrade that I thought I'd purchased, there are ways Agile could handle this so as not to alienate their customer base. It seems strange that they chose not to. And it does not augur well. It's a shame. Generally a damn fine product otherwise.

brenty

Thanks for the feedback, guys. We chose to announce the Mac App Store version of 1Password [url="http://blog.agilebits.com/2011/09/1password-the-mac-app-store-and-you/"]via the blog[/url] mainly because it is opt-in. Since its release and the ensuing forum flood, I have noticed two main camps: People who are upset that we didn't mass mail everyone to let them know about this, and people who feel like we are foisting this on people even with the little publicity we have done (blog post and Twitter).



As Roustem mentioned (and as is evident to anyone waiting for replies via forum and email), we are a bit backlogged and are trying our best to catch up and keep up so we can help everyone and answer all these questions, and it seems to me that it would have been more than a little rotten of us to spam the mailing list and then make everyone wait even longer to hear back from us once the replies came pouring in. "No-reply" is another option that was mentioned, but that seems kind of rude to me. And in any case, no matter which route we took there would be people upset and disappointed, so we chose the opt-in route, as I am sure most of us get plenty of unsolicited email already.



I apologize that we are not able to please everyone. We probably won't ever be able to, but that won't stop us from trying. Thanks for you patience, understanding, and continued support (as the case may be). <img src='http://forum.agilebits.com/public/style_emoticons/<#EMO_DIR#>/smile.png' class='bbc_emoticon' alt=':)' />

kallemia

[quote name='brenty' timestamp='1316567085' post='50723']

Thanks for the feedback, guys. We chose to announce the Mac App Store version of 1Password [url="http://blog.agilebits.com/2011/09/1password-the-mac-app-store-and-you/"]via the blog[/url] mainly because it is opt-in. Since its release and the ensuing forum flood, I have noticed two main camps: People who are upset that we didn't mass mail everyone to let them know about this, and people who feel like we are foisting this on people even with the little publicity we have done (blog post and Twitter).

[/quote]



It's not because of your communication/publicity method that people think you are foisting it upon them. People think you're foisting it upon them because future non-stability releases will be MAS only, and because the path to the future releases (3.9) mandates 10.7.



Moreover, even though I like the program, I still find fault with the way you've communicated this. I feel lucky I even found out there was an update/MAS version. And the fact that you tout the compatibility of 3.8.x with 10.7 on your own web site is misleading. Yes it's compatible. But if I (as a new customer) buy it, I won't be able to update it to the next version without buying another license on the MAS.



I do understand why you've made the move to the MAS, and am supportive of the move. For now, the software does most of what I need, and since I own the MAS version, I'll get 3.9.x and 4 whatever they bring. And the $19.99 pricing was a great offer. Thank you for that!



So, finally, I do know that you won't be able to please everyone. But you won't even be able to reach everyone to try to please them if you don't communicate better.



Thanks for listening to us! (Us being a small, but vocal minority of your customers)



Kalle

brenty

[quote name='kallemia' timestamp='1316572530' post='50738']



It's not because of your communication/publicity method that people think you are foisting it upon them. People think you're foisting it upon them because future non-stability releases will be MAS only, and because the path to the future releases (3.9) mandates 10.7.



Moreover, even though I like the program, I still find fault with the way you've communicated this. I feel lucky I even found out there was an update/MAS version. And the fact that you tout the compatibility of 3.8.x with 10.7 is misleading. Yes it's compatible. But you won't be able to update it to the next version without buying another license on the MAS.

[/quote]



Thanks for the constructive criticism, Kalle. I agree that we need to do a better job of communicating. Unfortunately it isn't always possible given that things can change so rapidly. For instance we didn't pre-announce the MAS version because there was no guarantee of how long approval would take -- or that it would be approved at all.



While I accept that at face value the 3.8/3.9 situation may seem like a bum deal, but the reality is that after 3 years 1Password 3 won't be getting many major updates in either case. Lion support was a free update in 1Password 3.6, and 1Password 3.9 actually lacks some of the configurability of the non-MAS version. When it comes down to it, 1Password 3.9 was either a cheap upgrade to 1Password 4 for existing customers or a good deal to introduce it to new customers.



In the future, we will try harder to communicate more effectively as planning and development permits. For now, however, with Lion just released and 'current' for probably another year or two, 1Password 3 still has a lot of life in it, no matter what comes after the decimal. For those folks who aren't ready to get their software from the MAS, we are happy to support you as we continue to do for our 1Password 2.12.1 and 3.5.13 customers as well. We are always here to listen and help! <img src='http://forum.agilebits.com/public/style_emoticons/<#EMO_DIR#>/smile.png' class='bbc_emoticon' alt=':)' />

mixture

How can you say 1Password 3.9 and in future 4.0 (both only on MAS) are opt-in ?!



No one can get 3.9 or 4.0 outside the MAS, so that pretty much means everyone who is on lion and wants the newest and best will need to go to MAS.



Yet you didn't mass email a newsletter to let people know of this, so they could have bought it at $19.99, those who wanted.



You don't send out newsletters very often, not even monthly, so sending out one before the initial sale started and 1P went on MAS wouldn't have been considered spam by anyone.





You are good at making excuses though. Keep going.

_Loki_

[quote name='brenty' timestamp='1316567085' post='50723']



Thanks for the feedback, guys. We chose to announce the Mac App Store version of 1Password [url="http://blog.agilebits.com/2011/09/1password-the-mac-app-store-and-you/"]via the blog[/url] mainly because it is opt-in. Since its release and the ensuing forum flood, I have noticed two main camps: People who are upset that we didn't mass mail everyone to let them know about this, and people who feel like we are foisting this on people even with the little publicity we have done (blog post and Twitter).



As Roustem mentioned (and as is evident to anyone waiting for replies via forum and email), we are a bit backlogged and are trying our best to catch up and keep up so we can help everyone and answer all these questions, and it seems to me that it would have been more than a little rotten of us to spam the mailing list and then make everyone wait even longer to hear back from us once the replies came pouring in. "No-reply" is another option that was mentioned, but that seems kind of rude to me. And in any case, no matter which route we took there would be people upset and disappointed, so we chose the opt-in route, as I am sure most of us get plenty of unsolicited email already.



I apologize that we are not able to please everyone. We probably won't ever be able to, but that won't stop us from trying. Thanks for you patience, understanding, and continued support (as the case may be). <img src='http://forum.agilebits.com/public/style_emoticons/<#EMO_DIR#>/smile.png' class='bbc_emoticon' alt=':)' />[/quote]



Fair enough about the backlog, but it still doesn't explain much. Putting a clear headline on top to the release notes of one of the recent updates could have made sure the vast majority of the current users were fully aware.



I don't know how long the $25/£17.50 price is going to be around for, but I am sure there are plenty of current users that still don't know about all this. Apologies/excuses are being made, but what is being done to make all the current users are made aware of this, albeit increased, sale price?

Sibelius

I just don't understand how anyone in the business of password security - a business that requires that customers have absolute trust in you - can be so amateurish. I've used your software for a long time and happily paid for upgrades without a second thought, but this raises questions for me about your business and professionalism. In essence, you are :



1. Asking people for money for a product you haven't delivered. As far as I know there isn't even a release date, let alone any information about what this update will be.

2. Offering a special price to get users to switch to the MAS and 3.9 even though it isn't really an upgrade, but then changing this deal within a few days and increasing the price by a [u]pathetic[/u] 5 dollars. Didn't you talk this through before you decided on a price? It seems not.

3. Not proactively communicating to customers about the new MAS path, nor about the deals you are offering. All customers should know about the deal and there should be a clear timeframe within which to take advantage of it. Saying that "pricing is always subject to change" is just disingeneous.

3. Telling us that a mass mailing somehow would have caused more dissatisfaction than what you're dealing with right now.



I have recommended your software to numerous people, including clients of mine. I will not continue to recommend you until this is all cleared up and a satisfactory solution has been provided.



I really like your software, but this amateurish behaviour is unacceptable to me. I hope you rethink the situation and make a good business decision that shows respect for your current customer base.

Mike B

The handling of this whole transition has a very [s]Netflix[/s] Quikster feel to it. Does Reed Hasting consult for Agilebits? <img src='http://forum.agilebits.com/public/style_emoticons/<#EMO_DIR#>/tongue.png' class='bbc_emoticon' alt=':P' />

hmurchison

[quote name='Sibelius' timestamp='1316607784' post='50790']



I have recommended your software to numerous people, including clients of mine. I will not continue to recommend you until this is all cleared up and a satisfactory solution has been provided.



[/quote]



That is does a satisfactory solution entail Sibelius? Is it more about communication or a better migratory path?

JetLaw

I fully expect to get flamed for this post, but I nonetheless feel the need to inject a counterpoint into this discussion. Like many of the posters on this forum, I too have been a loyal 1PW user for a number of years. When the MAS was announced I wasn't really sure what to make of it. After buying a few apps, however, I really came to appreciate the value proposition of having all my software purchases available from a single source without the need to preserve software keys and/or physical media. I chose to re-purchase a couple of apps merely to get most of my software into the MAS ecosystem. The only two apps that I wasn't able to get from the MAS were dropbox and 1PW. When 1PW was released in the MAS I chose to purchase it again. In a world where a cappuccino costs me $4.24, it didn't seem unreasonable for me to pay about $20 for a MAS version of one of my favorite apps, especially when that price includes an upgrade to the next major revision. At the end of the day, Agile did nothing to undermine the utility of the existing version, so those who chose not to buy the MAS version can continue to use v3.8.x. The initial price at which 1PW was released in the app store was a discounted promotional price, which has been subsequently increased toward the retail price. It is not as though the retail price was raised, so I fail to see the basis for those who are complaining that the price "went up," without notice. Ultimately, I guess I just enjoy this app, and would like to see its development continued, which, as anyone who has ever been in business can attest, does not happen for free. For those that feel otherwise, I suggest they speak with their wallets and not buy.

Sibelius

[quote name='hmurchison' timestamp='1316626967' post='50885']



That is does a satisfactory solution entail Sibelius? Is it more about communication or a better migratory path?

[/quote]





I mean a satisfactory solution for those who are not happy with how Agilebits has handled this. That entails both better communication and a migration path that is fair to the current customer base. For me, personally, I would like to see:



1. Communication with all registered users about this. I still haven't received anything in my inbox, even after all the complaints people have had. I don't accept the company's explanation for this.

2. A firm time frame for the lower price MAS entry fee and a return to the 19.95 fee for that timeframe. Again, seems pretty basic and pretty reasonable to expect that they a) communicate the deal, <img src='http://forum.agilebits.com/public/style_emoticons/<#EMO_DIR#>/cool.png' class='bbc_emoticon' alt='B)' /> communicate how long the special deal is valid for and c) don't change the deal during that period. That would be considered a fair approach.

3. More details about what 1password 4 will give us and when that will be. They're asking us to pay for an unseen product, so I don't think it's too much to ask for to know more before we pay.



This is not about the money, and I believe that is probably the case for most of us who are complaining. It's about the principle and the lack of well-planned and fairly executed transition strategy.

hmurchison

Sibelius



Thanks I just wanted to clarify what the issues where from your PoV and you've done that nicely. Cheers

JBB

Personally I don't like the Mac App Store. I am more of a "power user" type, and don't like the restrictions involved. I did purchase a 3.9 license on the App Store to get that 4.0 upgrade.



While different people have had different points of view on these forums, it's pretty clear that 1Password, as a product, appeals to a significant number of "power users" who don't want decreases in functionality.



What's even more clear is that this company, based on this feedback, is having a mini PR crisis. You have a handful of support engineers who are making reasonable comments on these boards, but it hasn't quelled the discontent.



Most play books of management call for some type of redress from the company's leadership at this point.



I have [b]never[/b] seen any bad comments made about this product or this company in these boards until this App Store situation. I've been following it for several years.

hmurchison

The Mac App store isn't about Power User vs Non Power User.



The features that are cut in most applications are the features that "may" allow security breaches in some way.



I figure that some features will be cleverly "re-imagined" to meet MAS standards and some will just go away but it all depends on the features and developer.



I really don't think the Mac App Store is the issue with people. I think there's that initial frustration with migrating from direct sales to the Mac App Store and the recent browser issues that have affected not just Agile but others like Evernote and more.



Agile's communication could have been better and I think that's been hammered into their heads and will be a learning experience. I already think they're being smarter about what to divulge. That has elicited protests from fans but it's just smarter for a company to avoid discussing features until they are 100% sure they can deliver.



I'm pretty excited about 1password being something that I can recommend to anyone and whatever steps they need to take to put more development time in the actual product is welcome even if I lose a couple of features on the periphery.

shinratdr

[quote name='SaSaSushi' timestamp='1316559126' post='50705']

So now it's personal attacks? Whatever, dude. I get it, squeaky wheel gets the grease, right?

[/quote]

No, now I'm just frustrated about the situation because Agile is officially ignoring me and doesn't care about this at all. My hopes of "getting grease" if you will were dashed a long time ago. Personal attacks are because I'm angry. Doesn't get much simpler than that.





[quote name='SaSaSushi' timestamp='1316559126' post='50705']

Agile has earned my trust for the years of excellent products and service up till now and I'm not as quick as you are to suddenly declare them uncaring, money-hungry opportunists.

[/quote]

That'll happen when you change the deal partway though. They had promised not to make 1Password MAS exclusive and they went ahead and did it anyways, with the flimsy excuse that they made that promise 9 months ago. If not keeping a public business promise you made because "a lot has changed in 9 months" isn't enough to dash your confidence and faith in Agile to do the right thing, then I don't know what is.



Personally I have zero faith left. I lost it when they refused to back down from this monumentally stupid decision. The Agile I thought I liked would have never made such a rash decision without involving their customers at all. You can ask anyone in my family, I love 1Password. I evangelized for it constantly, and I had sold clients and family members on it. That's why I have such a negative reaction. I feel like I've been screwed over by someone I trusted, and that they couldn't care less that I'm upset.

Mangoes

Is Agile actually listening to any of their customers.



You lied to us and i want a refund.

Sibelius

I think they have decided to simply ignore this thread and allow it to continue as a way to control the bad publicity in one place...

Ben

Hi folks.



We're still listening.



Mangoes, I'm not sure where you felt we were being less than truthful, but if you made a purchase from us within the last 30 days we can certainly refund your money. If you purchased from Apple, you will need to contact them to arrange for a return/refund.



We do appreciate everyone's feedback.



Thanks!