Our changes to TextExpander last week caused concern among our customers, and many shared their passion for the product with us. We are equally passionate about TextExpander and have made these changes so that we can expand the customer base and continue to enhance the product for all users.
To some of you it may seem we don’t care about our individual customers any more and only care about business use. We care about both, and in the changing software world a single focus is not a viable long term strategy for TextExpander. We did not make these changes easily or lightly, but for the long term life of the product so we can all enjoy it and engage with it for many years to come.
Change is difficult, and we didn’t get some things right at the start. We’re listening to your feedback, and are making adjustments, effective immediately.
We will apply a lifetime discount of 50% off the Life Hacker pricing to customers of any past version of TextExpander. That amounts to just US $20 per year. In our initial rollout, we offered the discount for the first year only, and that was a mistake. We value our long-term customers, and it’s important for us to demonstrate that in our actions. Thanks for bearing with us as we sorted this out.
(To those who’ve already purchased an annual upgrade plan, we’ll apply two months of credit to make up the difference. Please give us a few days for this to be reflected in your account.)
TextExpander 5 / TextExpander touch 3
We will continue to sell and support TextExpander 5 for OS X and TextExpander 3 + Custom Keyboard for iOS for those who need it. Some of you can only use Dropbox and/or iCloud at work. Some of you cannot or will not purchase subscription software. You’ve told us that it’s important to serve you in this way, and so we shall.
(It may take a few days for TextExpander 3 + Custom Keyboard to return to availability on the App Store.)
Change is Difficult
This was a big change, and there were a number of things we could have done better. We genuinely want to bring you the best TextExpander experience we can, unfortunately not all of our actions had the intended effect. For example, we staggered our customer emails over three days to ensure smooth server capacity so that everyone would have a good initial experience with the service. The server held up, but many customers learned of the new TextExpander from news sites or Twitter, rather than from Smile.
Thank you so much to everyone who has engaged with us. We appreciate your passion, loyalty, and support. We’re incredibly grateful to have you along as we continue to develop and improve TextExpander.
Greg Scown, Smile Founder, TextExpander Team Member