[photomatt]

Howdy! There might be a misunderstanding: Anyone who has ever paid for Pocket Casts, even before Automattic acquired it, should not see ads. If you did, that's a bug and we'll fix it.

Longer context: At Automattic, we take very seriously the sustainability of the promises we make to users of our products, including serving trillions of free requests to WP.com, Tumblr, Pocket Casts, and many other services over the years.

We want every product to be self-sustaining, so it doesn't rely on my benevolence, but instead has an engine of value creation and capture that can be something we continue to maintain and support for decades to come. We really do think long-term, as evidenced by our 100-year plan on WP.com.

The Pocket Casts business model is similar to that of many other products, featuring a free version with ads and a paid upgrade with additional features and no ads, much like Spotify, YouTube, and others.

As a matter of engineering ethics, I don't believe in "lifetime" purchases, and we don't create new ones at Automattic, but we have honored the legacy people who paid a one-time fee to Pocket Casts when they were a startup with basically what we call a "Champions" account, which is a lifetime you-get-the-best-of-whatever-we-sell deal. There are only a few thousand of these folks, so it seemed better to try and make it more of a gift than attempt to migrate people to what is actually a sustainable business model, which is a recurring subscription.

We open-sourced Pocket Casts after acquiring it because I believe that in the podcasting world, it's vital to have an open-source alternative to proprietary distribution networks.

[Zagorath]

> Anyone who has ever paid for Pocket Casts, even before Automattic acquired it, should not see ads. If you did, that's a bug and we'll fix it.

I appreciate that. I hope you do. But I do not for one second believe the truth of it. If it were true, you wouldn't have been having customer service respond to people complaining about this by trying to hock a paid subscription. In both emails and in your forums.

This is not a bug in the technical sense. At best, it is choosing to walk back a policy after pushback.

> we have honored the legacy people who paid a one-time fee to Pocket Casts when they were a startup with basically what we call a "Champions" account

This is, as of now, factually untrue. Only those who paid for the web version get that. It should have been for everyone, and hopefully now you will apply it to everyone. But when you first announced paid subscriptions you were very clear: those who paid for the web version get premium for free. And even that was only done because the web version was being locked behind premium, and only after pushback for your first plan of giving them one year free.

For those of us who bought the app on iOS and Android, the promise of "pay once, use forever" was broken a long time ago. It is only because the features being granted by that paid version were not actually very appealing that it didn't become much of an issue before now.

By adding ads into a product people paid for (your customer service representatives are lying in your forums by saying it's a "free product"), you've crossed a line. The answer now is to make sure those of us who paid for your app (not once, but twice) get the full version of it, just like the advertising promised us when we bought it.

[photomatt]

The product has had several different owners over the years. I can't speak for all of them, but we're trying to do right by people now. If you send me your account info, I'm happy to upgrade it.

[nearting]

You want to do right by people? Then put a big notice in the app, on your website, in the forums, etc., and refund subscriptions for anyone who's paid based on previously faulty information. If you're having folks to reach out to you over HN where you'll manually upgrade their accounts and shrugging your shoulders at being double-paid, then this is more of a PR stunt than doing right.

[Zagorath]

Hey, I genuinely appreciate that. I thought that this subscription was added under Automattic's watch, but as you say it has been a confusing process so I could very well be wrong.

I've already reached out to your customer service via email including my account info, so if you could use that to get my account upgraded, I would be very grateful. I received a pretty swift response to my first enquiry, but your customer service representative on that occasion pretty much said "lol sucks to be you, maybe you should upgrade?" I considered this an incredibly unacceptable response, and said as much, again pretty quickly (all three initial emails went through within half an hour). It has been days since my second email and I have not received a reply. If you are, as you say, trying to do right by people now, your customer service does not seem to be on the same page as you.

There are also dozens of users in the same situation as me who have spoken up on Pocket Cast's official forums, and elsewhere on social media. It may be worth getting the customer service representatives on your forums on the same page as you, because so far they have been giving the same "lol, just upgrade" type response that I got in email. And getting someone to extend the same offer to users making the complaint on Reddit and other social media.

[goldcd]

Please don't do it like this.

It wasn't a bug. Please, just say it. Give me closure. It'll be good for your karma. The adverts have been running all month and the 1* reviews on the app store and your forums would have made you aware of this 'defect'. Forum responses were initially to tell us to upgrade - and then they went silent. I presume you had some internal meetings.

Resolving this wouldn't have been hard, as due to it being open-sourced, we can see there's a debug flag to turn the adverts on and off: https://blog.matthewbrunelle.com/podcasts-you-altered-the-de...

The Verge story came out on the 24th, and on the 25th suddenly the adverts vanished (on both beta and production channels simultaneously). Imagine me raising my eyebrow.

Unlike some of my fellow previously-paid users, I'd said I was OK with paying you more money. The app's lasted longer than most, I've used it nearly every day, and I want to make sure the maintainers get paid and you can keep the lights on. I think it's still the only app where I've raised a ticket to ask how to donate more money.

What's sent us all the the barricades though, is the tone-deaf way this was done - and it's continuing to happen. The adverts are gone, but I'm not feeling happy. This feels like remission at best. I'm suspecting you're not feeling deliriously cheerful over what the last month has achieved either.

My constructive thoughts are: 1) £40 is too much to pay each year for a podcast app. Nothing will work at this price. Look at Antennapod and justify anything you're charging for - it's what any your new users will be doing. 2) For people who paid to turn off the adverts forever, they need to have a way to have their adverts turned off turned off - so they'll need to be differentiated from the new users. 3) This doesn't mean I (and I assume others) don't want to pay you money though. Give me a way. Maybe every month, or 1000 minutes of playback just pop-up a "I hope your enjoying us, have you got a spare $10" message"? And if I click the little X, that message should instantly vanish/snooze. Annoyingly, this might have worked better before you'd torched the goodwill.

[Zagorath]

Well, this morning I noticed my account had been set to a premium one and the ads were gone. Thanks for getting the right thing done here.

[jrootabega]

> I appreciate that. I hope you do. But I do not for one second believe the truth of it.

Nor do I when I read passive-aggressive replies from Automattic on the Google Play store: "Hi Matthew! If you believe that your one-time payment entitles you to Plus access, which removes the ads, please reach out to us: [URL]. The banner ads help us sustain the app so we can continue making it available for free."

[pavo-etc]

Hi Matt, I purchased the Android app in 2016. I never signed up for the paid syncing service, but never had ads within the app until this week. Is it the new policy that users who purchased the app but never paid for syncing will now have ads, or is this a bug?

Appreciate you being public in places like this. I sent a similar message to Pocketcasts support but received an AI that seems to disagree with your comment here.

[photomatt]

That might be a bug, thank you for purchasing back in 2016, we acquired it in 2018 and open sourced it in 2022. Send me your account info and I'll get it tagged properly.

[na2rboy]

Are you lying or just not aware of what is going on in your own company? I paid for Pocket Casts many years ago and am now seeing ads. I just emailed support and got a form email that basically said, "Nah, pay us $40 a year."

[fullstop]

> There might be a misunderstanding: Anyone who has ever paid for Pocket Casts, even before Automattic acquired it, should not see ads. If you did, that's a bug and we'll fix it.

This is not true for people, like me, who only bought the Android version. We were not tagged with "Champion", but this was stated: "you’ll still have access to the mobile app features you paid for".

This was in the description of the app at the time:

"There are many more powerful, straight forward features help you make Pocket Casts yours and in case you were wondering, here’s what Pocket Casts DOESN’T have: ads, episode limits, pushy trials, feature bloat or plugins.

It. Just. Works."

Now I have ads, and when I try to dismiss them I am greeted with a pushy sales pitch for a subscription.

Life is too short for this, and I've moved on to another app. But perhaps this is insightful as to why some users are frustrated and upset.

[jason217]

I also purchased the lifetime no-ads option, and now get ads. Support says you have to buy a subscription. This is a widespread issue that seems to be affecting most if not all users. If you check the reviews on the play store there are many hundreds of 1 start reviews over the last few days and the app rating has dropped from 4.2 to 3.7.

A thread was also pointing out in the google support forums for another app that did the same thing, ignoring a no-ads purchase and forcing a new subscription, and google asked to report the app from the store as this violates their terms of service

[eamon0989]

Hi Matt, I originally paid for the Google Play version back in 2011 and the iOS version in 2012, but unfortunately I am also seeing adds now. Thank you for commenting publicly here, when I wrote to support I just got an automatic response. It seems that I am also affected by the bug. Would you please be able to fix the issue with my account? Thanks again.

[photomatt]

BTW, for builders, I think having some of these "golden ticket" accounts of your earliest adopters and promoters is a good strategy. The best marketing is word of mouth and seeing people love and use a product. We have some across Automattic where you can get a lifetime Jetpack or WP.com subscription for free for doing something awesome.

[dallen33]

Talking outta both sides of your mouth, as usual. You’re a joke.

[3bZ7nJ-XU_x8]

sick thx