Sunday, March 27, 2005

Hotmail turned off Outlook access. Defeaturing software AFTER I've paid for it should be illegal

I was appalled when I returned from a trip this weekend and found out the hard way that Microsoft had turned off access to MSN Hotmail via Outlook. When I tried to sync my Hotmail in Outlook, I got an error encouraging me to upgrade (i.e. pay MSN a yearly fee).

Why would Microsoft turn off Outlook/OE access to free Hotmail users?
It costs money for Hotmail to support Outlook and Outlook Express users. In addition to large development costs (there are different code paths for web access and POP access), Outlook/OE users make a significantly higher number of connections to the servers than web users do. This translates into real dollars.

After the bubble burst, most companies learned that "Free" isn't a great business model. Indeed, when I was working on Windows XP there was discussion about turning off Outlook Express access to Hotmail (Outlook Express is the free mail client that comes with Windows). At that time, upper management refused to allow this because it would cause a bad user experience and they needed a "free" email solution in the box for new Windows users (a perceived requirement). There are literally tens of millions of OE users and MSFT didn't have a good way to charge them for Hotmail access.

What has changed since then?
A few things:
1) Hotmail now offers a premium service. There is a way to charge users.
2) There has been an explosion of other free email services.
3) In my opinion, Hotmail has gone from being the gem of Microsoft's internet strategy to being a thorn in its side that is only a cost center (and quickly becoming an unnecessary one at that).

So what's my beef? Is this legal?
I paid for Outlook. Sure, I got the student version, but I still paid for it. As part of the deal, I understood that I got Hotmail access via POP. Microsoft has taken my money and then DEFEATURED the software that I purchased from them. I'm irate. This should absolutely be illegal (if it isn't already). In fact, I think I'm going to file with the Better Business Bureau and I've already filled out the MSN Hotmail feedback form. You should do the same.

I'm further annoyed that this is just a bookkeeping problem for Microsoft: the Office P/L should pay the Hotmail P/L for my access if that's the problem. This is a horrible example of a giant company taking advantage of consumers.

To be honest, the user experience is awful. If they wanted to scale back, Microsoft could have stopped allowing NEW users to move to OE + Hotmail or Outlook + Hotmail. With this implementation, they are alienating faithful customers (and former employees!) and further sullying their already-dirty image.

GMail: my new lead dog.
I have a GMail account that I was using mostly for fun (to see how it worked, etc). However, GMail has full POP access. I was a faithful Hotmail user until yesterday. From now on, it will become my SPAM account and GMail is my new lead dog. If we assume, though, that GMail will eventually support itself via the relevant-ad model (as Google does), I wonder if it will continue to accept Outlook access in the long term (since ads won't show in the Outlook user interface and so the revenue model disappears).

Implications for Hotmail?
At this point, I can only assume that Hotmail is dying a slow death. I can't imagine that anyone would pony up a yearly fee to continue to get what she used to get for free (especially considering other options still exist--see below). I have no idea how many people pay for Hotmail Premium, but I can't imagine that it's very many. Remember that the Hotmail acquisition was primarily a way to bootstrap the now-dying Passport service.

Anything else you want to say?
Yah, a disclaimer: I don't work at Microsoft any more and even when I did, I was not privy to executive discussions. My statements here are purely based on my own reasoning and information that is publicly available. :-)

joel

4 comments:

Justin C. said...

I was just passing by and wanted to say that I agree with you 100%. If you pay for something, you should get it. It should be illegal. Have a great day,
Conserve Terms(CT)

Anonymous said...

I agree 100% as well. Though... do the OE/Outlook packages actually specify that you can download your hotmail account? Or does it say that it will simply work for email services that support such programs? In that case, Microsoft could most likely, from a legal perspective, argue that Hotmail is an independent subsidiary and does not have to support other Microsoft products (which, in actuality, may help them in some of their other legal battles, given they are always accused of bundling everything together). I'm no techy and only barely understand the issues at play here - so I may be well off as well.

Disclaimer: I don't work at Microsoft and never have. I just give them a crap load of money everytime I buy a computer or just about anything to use on said computer.

Anonymous said...

For whatever it's worth, at the time this was originally announced Hotmail said turned off free Outlook/OE access WebDAV due to spam abuse. It turned out to be the source of a hugely disproportionate amount of spam:

From http://www.geek.com/news/geeknews/2004Sep/gee20040928027147.htm

Brooke Richardson, lead product manager for MSN, said:
Essentially what spammers do is create scripts so they can rapid-fire e-mail from Outlook or Outlook Express and pop off a hundred e-mails from each of those Hotmail accounts in rapid succession. On certain days we have seen tens of thousands of Hotmail accounts set up and spamming in this matter.


From http://asia.cnet.com/news/software/0,39037051,39138247,00.htm

Worse, WebDAV critics say, the protocol makes it easy for spammers to alter their return addresses and other header information--a chronic headache for network administrators trying to identify spam and its origins.

"If you have a Hotmail or MSN account, when you set up your account in Outlook Express, you can set it up with any return address you want, and the Hotmail/MSN mail servers cheerfully send mail with any old return address you want," Levine said. "Hence the problem."

joel said...

Three reasons I don't buy this excuse:

1) If this is actually valuable to spammers, they can pay the fairly nominal yearly fee and continue to abuse the protocol. Also, if they have any sophistication at all, they can form these emails with lower-level scripts anyway. OE/Outlook is not the problem.

2) Microsoft should solve this problem with technology. They control both ends (Outlook and Hotmail). If they want to patch Outlook to prevent this abuse, I'd be fine with that.

3) GMail supports this feature. How do they manage? Microsoft needs to get more creative ("innovative") in solutions to problems they create.

I am even more concerned for Microsoft if taking away features from paying customers is their best solution to a technical problem.

joel