Pissing Off Users By Changing Terms Of Service Along The Way

from the big-changes dept

One of the important things with online services is that users need to feel a certain level of trust with the service providers they use. Otherwise why would they take the leap and use them. It's no surprise that service providers often end up changing the terms of service to keep up with the times, legal changes or changes to the service itself. But, when you make a big change in the terms of service -- one that fundamentally alters what people thought they were signing up for, that's a pretty big problem. A bunch of folks have sent in the news that Kodak has changed their terms of service, such that its "free" photo sharing site (which was formerly Ofoto) is no longer free at all, but will cost users $5/year in additional services (i.e., you have to buy $5 worth of prints/year). If you don't, Kodak will simply delete your albums.

Now, obviously, Kodak is doing this to try to increase its revenue and get those who don't bring in much money off the site. Kodak certainly has every right to try to come up with a better business model. But, in changing the terms of what people had already agreed to, and in doing so, threatening to delete their photos and "treasured memories," it seems that Kodak is absolutely killing any level of trust people might have had with the site. There are tons of competitors out there (many of which do still include free options). Kodak may not mind the free users going elsewhere, but breaking that bond seems like a massively dangerous idea. Those "free" customers still can generate some revenue -- but they won't at all if you piss them off by suddenly charging them for what was previously free or deleting their photos.

Filed Under: changes, terms of service
Companies: kodak, ofoto