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Why customers hate subscriptions — and how to fix it in your SaaS
Have you ever thought about what it means to own something in today’s subscription-obsessed world? For Maggie, the answer came with an HP printer that refused to print unless she renewed her ink subscription. She had ink, she had the hardware, but she lacked the most crucial ingredient: a subscription. The lesson here? Ownership, as we once knew it, is evolving — especially in the software-as-a-service (SaaS) world.
For aspiring solo founders in SaaS, there’s a lot to learn from this story — not just about customer frustrations but about opportunities to build better, fairer products. Here’s how you can navigate these challenges while creating a service that users love, not loathe.
1. Subscriptions: A double-edged sword
The good: Subscriptions can create predictable revenue for founders and convenience for customers. They’ve been around for centuries, from newspapers in the 15th century to Netflix redefining home entertainment.
The bad: When poorly designed, subscriptions feel exploitative. HP’s ink subscription model crossed the line by remotely disabling cartridges customers had already paid for. BMW’s $18-a-month heated seat feature met similar backlash.
