Dear AgileBits team,
For more then 3 years me and my girlfriend have been big fans of your software and it became our daily companion.
If anyone would have asked us about a good password manager we would always recommend it to them.
Back then I bought your software because it allowed me to use it on my girlfriends laptop as well.
I do appreciate good software and I am willing to pay for it. Unfortunately back then issues already started.
No one told me that there is a difference between the licensing from the App Store and the purchase through your website.
But we were able to setup family sharing and use it anyway.
As she switched now to a new laptop and had to reinstall everything, all of a sudden 1Password didn’t work anymore.
She was no longer able to use the pro-features, neither edit existing entries nor add new ones.
I opened a ticket to find out that you had some issues with Apple and the way the handle in app purchases.
No problem, I do understand that. Apple is not always the most flexible and friendliest store provider.
But instead of simply offering us a license key instead, so we could use the features I bought pack then for full price,
I get told I have to pay a second license, full price of course.
What is even more “funny”, I am recommended to buy a subscription based model, because this would allow family members to use the software.
Isn’t it ironic, a bought a software that allowed me to use it on multiple machines of my family. Due to technical difficulties with your provider, this is no longer possible. Well, fair enough. Instead of offering a solution that would help me as a customer, providing a license file for an installation outside the App Store, you tell me I should buy even more.
And even more “funny”, you recommend a subscription model that has the same “advantage”, family sharing, as the license I already bought back then.
Seriously? Do you still think I trust you? Next year you decide that family sharing is deprecated and that now all family members have buy their own subscription, just like you told me right now.
There would have been a very easy solution for this, you wouldn’t loose any money and you would have retained two long year customers and advocates for your software. As I said, technical difficulties can happen, no problem. The way you as a vendor handle this case is just disappointing (especially as 1Password should hold me most valuable information, like credentials, logins, credit cards, etc.)
Instead of this will now buy two new licenses, but for sure not from AgileBits. Definitely a no go.
1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: Not Provided