Mailbox – How to ruin customer trust.(skylarsch.com)
skylarsch.com
Mailbox – How to ruin customer trust.
http://skylarsch.com/2014/04/21/mailbox.html
4 comments
It's nice to know that the poor experience isn't just a matter of a missing upgrade path. However, having such a limited view of trust -- such as just "being good stewards of data" -- is exactly what causes companies to end up with none and wonder why.
Bugs, bad upgrade paths, adding "features" while losing polish, etc. are all great ways to lose trust.
Bugs, bad upgrade paths, adding "features" while losing polish, etc. are all great ways to lose trust.
I make a distinction between trust and reliability. I can trust a company, even though they might not make the most reliable products.
Bugs/etc are a great way to lose my business, but not a way to lose my trust.
(what you're saying isn't lost on me, I just reserve "trust" for the situation I alluded to -- an important distinction given online privacy concerns/etc)
Bugs/etc are a great way to lose my business, but not a way to lose my trust.
(what you're saying isn't lost on me, I just reserve "trust" for the situation I alluded to -- an important distinction given online privacy concerns/etc)
What you call "trust" I call "trust in the company"; what you call "reliability" I call "trust in the product".
I would say "trust" isn't just about "don't be evil" in some willful sense. Trust can also be the confidence that a service is made well, is reliable, and is effective.
I installed the update, got the prompt to connect to Dropbox, clicked cancel and continued using the app the way i used to.
Pretty surprised the author has never seen crashes. I've been using Mailbox for quite a while now and it regularly crashes on large HTML mails (in my case the massive update emails generated by Confluence). Nonetheless it's still the best email client on IOS so I stick with it.
I don't see this post as Mailbox losing trust. If they are peaking at our data, or selling it in a way we were not aware of I'd consider that a breach of trust. But if a product simply get's bugs (which all new updates for most any product do) I don't see that affecting my trust.
I installed the update, and after it just said would you like to link your account or something I clicked yes, and was brought straight to my inbox, no need to reenter passwords or anything (seamless). Sounds like his experience was due to Dropbox now supporting business accounts yet.
When Apple releases a new version of iOS or OS X there are always plenty of bugs compared to the previous versions which have had a year to work out all the bugs. Doesn't make me trust them any less.
If a person (like the author) doesn't want the newest product versions they should simply disable auto-update and update manually after a certain amount of time.
I installed the update, and after it just said would you like to link your account or something I clicked yes, and was brought straight to my inbox, no need to reenter passwords or anything (seamless). Sounds like his experience was due to Dropbox now supporting business accounts yet.
When Apple releases a new version of iOS or OS X there are always plenty of bugs compared to the previous versions which have had a year to work out all the bugs. Doesn't make me trust them any less.
If a person (like the author) doesn't want the newest product versions they should simply disable auto-update and update manually after a certain amount of time.
Bugs are frustrating, but please realize that sometimes they happen despite best efforts. Lets keep small annoyances like this perspective and not say they're "ruining customer trust." Save that claim for situations like selling your data or generally being evil and untrustworthy.
I hope you reached out to the development team with a constructive bug report to help them track down your issue.