Dear 1Password team,
As a satisfied and long-time customer of 1Password, I have made the decision to move on, quite simply because the way you envision 1Password heading towards the future, keeps moving further and further away from my needs with each decision you make.
Ever since I decided to purchase 1Password, I have had nothing but good things to say about the product, its integration and most importantly, the courtesy with which I was treated, the few times I asked for help on these very same forums. Heck, you even went as far as to issue me a free upgrade license for the Windows version of the app since I technically wasn't eligible for a free upgrade, having missed the free upgrade period by a couple of days!
Having been treated more than fairly for giving you my hard-earned money over the years, I decided that the least I can do is draft this open letter to offer you guys some insight to why I made this decision, in the hope that if I am not alone or in the vast minority of users who feel similarly (and therefore insignificant from a business/financial perspective); a hopefully constructive post can maybe make you guys think twice about the future direction of this amazing product.
In the course of the past five years or so, I happily paid the licenses for 1Password for my Mac, Windows and iOS clients. Although I never felt comfortable with the idea of having sensitive information stored on a cloud service, I begrudgingly had to live with it for the sake of simplicity (sync between multiple OS platforms is a must for me). During the years, I even posted at these very forums inquiring about the possibility of releasing a version that would allow the sync of vaults stored on a local NAS but although your answer was friendly (as always), I was left with the impression that this was something that you were not interested in pursuing.
During the last year, you introduced a subscription-based model (like many of your competitors) and the concept of the 1Password.com account. Although admittedly no one forced me to upgrade and my current versions still work for all platforms, it became evident that at some point, support for things still lacking (Edge support in Windows), future product enhancements, etc would make me reconsider my options. During the weekend, I thought about what my absolute must have requirements were, in that following order:
Please note that when I mention "no monthly or yearly subscription", I don't mean free. I happily purchased 1Password and would do the same for an upgrade every couple of years provided I saw the value offered for the new version. It's just the idea of a subscription that I find off-putting. When I pay for something, I want to be able to use it for ever. This is why I haven't upgraded to v6 and will never do. This is why I chose to move on from other amazing products as well (such as Parallels Desktop), to other solutions. Yes, I know that IaaS is all the rage right now in the corporate world but I'm not so sure that this translates in the consumer market just as well. A recurring subscription makes the end user (at least me), feel like a hostage. Yes, I know I can opt out at any time. Yes, I understand that this business model potentially generates a lot more revenue for you (and more importantly, it does that on a yearly basis), but bottom line, I don't like being held hostage. Listen to your customers, make an amazing product which you renew with awesome new must-have features every couple of years and you'll be sure that you'll have my money and support for the next version!
Finally, regarding the switch to the ".com" account that you decided to actively market, this is also a deal-breaker for me. iCloud or Dropbox (although both have been hacked over the years) is one thing, but creating a ".com" account? It's not that I don't trust YOU guys. It's the thought that my personal info is out there. Yes, I know you'll try to defend that decision with technical white papers, two-step authentication options, the fact that the vault is encrypted so even if someone manages to break-in they still need access to the master password etc. The fact remains that my personal info, my passwords, credit cards etc are on a cloud or a third-party server. Please give me the option to store my vault locally for all platforms.
I hope that from the way I communicated my thoughts and arguments, it is clear that the only thing I want to do is to offer some constructive criticism and maybe give you guys some thoughts on the future direction you're willing to take with 1Password. Although I haven't been a very active member of the community (the product worked so well, I seldom had the need to visit the support forums), I absolutely love 1Password and would be happy to come back at a later date, once/if your business model comes closer to meeting my needs.
Please forgive the length of my post, but given the level of service you have provided me over the years, it's the least I can do for you guys.
1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: Not Provided