Open Letter to Mark Palfreeman, Nixplay CEO, and Nixplay Management Team
To the Leadership Team at Nixplay,
As dedicated customers and supporters of your digital photo frames, we are deeply disappointed by your recent changes to Nixplay's terms of service and pricing model. The decision to retroactively enforce subscription fees on previously purchased frames fundamentally undermines the trust that customers placed in your company and its products.
A Betrayal of Customer Trust
Many of us purchased Nixplay frames under the clear and reasonable expectation, based on your maketing material, that we were buying a fully functional product—not a device that would require an ongoing subscription to retain its core features. Now, with these new policies, you are attempting to change the deal after the fact, effectively holding our memories hostage unless we pay additional fees. Your decision to reduce the storage limit to 500MB and require payment for additional storage is a significant and unfair alteration to the product and its functionality. This is an unacceptable business practice that disregards your customers' loyalty and damages your reputation.
A Better Path Forward
We urge you to reconsider and reverse this decision. If Nixplay wants to introduce a subscription-based model for future customers, that is your prerogative. However, those of us who purchased frames under the existing terms should be grandfathered in and allowed to continue using our devices without forced fees. This is the ethical and customer-friendly approach.
Furthermore, if you are committed to a subscription-driven future, we encourage you to introduce lower-cost hardware that aligns with this model rather than retroactively imposing new costs on devices already sold at a premium price. This would allow customers to make an informed decision about whether a subscription-based frame is right for them before making a purchase.
The Risk to Nixplay's Reputation
By proceeding with this forced change, you risk alienating your most loyal customers, generating negative press, and damaging your brand's reputation beyond repair. A subscription model should be something customers opt into—not something they are forced into after the fact. If you do not reverse course, many of us will not only stop using Nixplay products but will actively discourage others from purchasing them as well.
We sincerely hope you will do the right thing. Listen to your customers, honor your past commitments, and build a future where both Nixplay and its customers can thrive together.
Respectfully,
Concerned Nixplay Customers
Leave a Comment