By failing to grasp the demographics of their customer base, Demon Internet appears to have scored a convincing customer service own-goal with their email upgrade.
I was discussing recently the importance of getting a product installation or upgrade process right for customers. Here are some guiding principles from a usability perspective that you may wish to consider when defining your product’s requirements.
You expend a lot of effort getting people to buy your product and they’re happy with it.
You then go back to your satisfied customers and tell them what they have is now mediocre, so they have to move onto your latest and greatest product version. You see this everywhere, from washing powders to family cars, so it must work for enterprise software, right? So why are your no-longer-happy customers now chasing you with pitchforks and burning torches?