Popular home security camera company Canary has drawn the ire of some customers after changing some of its services. Due to the recent update, devices using Canary’s free service option no longer have access to some key features which were previously included.
The service changes took effect on Oct. 3. Notably, users with devices on Canary’s free plan are now no longer able to record video when in Home mode. Night mode, a feature which allows users to set a schedule for a Canary camera to monitor the home, is also no longer accessible at all for Canary customers using the free service.
Canary announced the service changes late last month. The company has posted a new Feature and Service Updates FAQ on its website, which gives users more information on what has changed and why.
A side-by-side comparison of features offered to Canary users paying for memberships and features for those using the free service reveals the current extent of limitations with the latter. For instance, Canary users with monthly memberships can access full-length videos for up to 30 days, but users of the free service can only see 10-second video previews for a day.
While it’s not uncommon for home security companies to have different service tiers, moving previously advertised free features into a paid category can be a risky move. And Canary customers are letting the company know about it.
A brief glance on Twitter reveals many complaints directed at Canary’s official account this week. A number of customers appear to be seeking refunds, and some are openly talking about lawsuits.
Hi. I’m with Paul. You advertised a certain setup, so I spent $$$ on your products. Now you’ve changed your setup. Where do I get a refund?
— Rich Preston (@RichPreston) October 3, 2017
Competition in the home security camera space is fierce, and though Canary is undoubtedly trying to make more money from memberships, eliminating these features for existing non-membership users is a risky move. It also may cause some would-be home security camera customers to look elsewhere.
(H/T The Verge)