Many years ago I added the feature to xbox.com to allow you to easily cancel your Xbox Live Gold subscription. We built a UX that was ideal for consumers - a couple of clicks, no "Here's what you'll be missing..." screens. It was awesome.
Before this feature was released you had to call Xbox support to cancel.
Once word spread that you could do it on the web, huge numbers of customers, that had been stuck paying for an Xbox Live Gold subscription they weren't using, began cancelling.
So our PM got a call from a VP. We were instructed to remove it from the site immediately. We fantasized about telling the VP to stick it and quitting en masse, but we knew it wouldn't change anything. We'd just be replaced by someone that would.
So we complied, but we all lost a little bit of our faith in Xbox that day.
Before this feature was released you had to call Xbox support to cancel.
Once word spread that you could do it on the web, huge numbers of customers, that had been stuck paying for an Xbox Live Gold subscription they weren't using, began cancelling.
So our PM got a call from a VP. We were instructed to remove it from the site immediately. We fantasized about telling the VP to stick it and quitting en masse, but we knew it wouldn't change anything. We'd just be replaced by someone that would.
So we complied, but we all lost a little bit of our faith in Xbox that day.