Monday, January 16, 2012

Why I won't buy downloadable software from Staples any more

It is tax time, so I needed this year's TurboTax. I had some Staples rewards credits, so I decided to buy it from them. I have no need for a CD, so I opted for the downloadable version. After purchase, when I got the download link I was presented with a dialog that said I must install the Akamai Netsessions Interface to continue with the download. I did the intelligent thing and clicked the link which said something like "I can't install the Netsessions Interface". That gave me a plain URL for the TurboTax .dmg file. It downloaded in less time than it would have taken to click through the license agreement and installer for the Akamai tool.
I was disappointed with this experience, so I sent feedback to Staples. Their response just added to the disappointment - a combination of corporate doublespeak and the typical public relations technique of explaining why it's a good thing we dumped toxic waste on you.

Staples: On Mon, Jan 16, 2012 at 1:03 PM, Staples.com wrote:
Hi Toni, I received your concerns regarding the Staples Download Manager or also know as the Akamai Netsessions Interface.


Tony, not Toni.

Staples: The Interface utilizes a limited amount of your upload bandwidth and PC resources to connect to a peer network, which improves download speed and reliability for you and other end users of the Akamai Netsessions Interface.

Let me translate that into plain language for you. What you have described is essentially bittorrrent. It pushes the cost of large download capability from Staples on to the shoulders of Staple's customers. In a nutshell, this has no benefit for me, but reduces costs for you. Additionally, it requires me to install another piece of software on my machine which I can not independently inspect.

Staples: You are able to read the full License Agreement before choosing to download.

Ah, but you don't get to read the Licence Agreement before purchase. That's what counts. Also, you should not equate the words in a license agreement with an assessment of the safety of installing a piece of software on a particular computer. In most corporations, installing the Akamai download client would require a separate security review.

Important note: Akamai Netsession is required to download successfully. If not already installed on your computer, you will be prompted to download it to continue your installation. This information was listed under the click her on Staples.com with the Questions about downloading software?

That's patently untrue, since I was able to download the .dmg file by clicking on the "I'm having trouble downloading" (or whatever it was) link. That got me a direct URL for the file.

Thank you for this opportunity to respond to your inquiry. I hope you will continue to look to Staples with confidence and satisfaction for all of your office supply needs.
If you would like to speak with one of our representatives, please reply to this email or contact us at the number listed below.


Sigh. I appreciate the fact that they are trying to save money by pushing their download costs onto their users. But please, don't try to BS a person who points that out by telling them it so their advantage.