SmugMug, a photo sharing/storage/commerce site, announced to its customers via email on the Friday prior to Labor Day weekend its new pricing structure, particularly the pro accounts. According to some customers, prior to the announcement the packages were Basic, Power, and Pro. Pro was ~$150/year (customer of ten years even enjoyed the ~$99/year rate). Now, Pro is split into “Portfolio” and “Business” accounts with $150 and $300 per year respectively.
The backlash was immediate and we are sure the management at SmugMug will issue some kind of damage control ala PR crisis communiqué Tuesday morning to placate the growing dissent amongst its user community; many of them previously loyal for almost a decade. As of this morning, we saw over 320 pages of comments on SmugMug’s official blog regarding its price increase.
Granted, this pricing structure compared to their competitors is actually not that bad. So what went horribly wrong?