Unwanted Skype add-on angers customers
A recent Skype update surprised many Firefox users by installing an unwanted add-on called the ‘Browser Highlighter.” Users report that the add-on slows computer performance and cannot be uninstalled using regular Firefox browser tools. Read user comments here. Some are irate, to put it mildly.
The add-on does not do the Skype brand any favors. Skype is owned by eBay, but is being spun off.
November 14th, 2009 at 9:11 am
Just to clarify things: the add-on is an optional part of the Skype installation – you get the choice whether or not to install it.
We read all feedback carefully – whether it’s sent to us or posted on the web – and it’s input directly to our product development processes. If you’ve experienced any problems with the Firefox add-on, please give me a shout and I’ll do my best to address them.
November 14th, 2009 at 11:24 am
Thanks for the comment and clarification.
Strong brands always use the OPT IN method, where the user must check an empty box if he/she wants the download. This prevents the download of unwanted software, and helps build brand trust. Is this what Skype did?
How does Skype explain all these upset users on the Firefox forum I linked to? Are they all mistaken? Skype users are notoriously loyal to Skype, but this download really seems to have hit a raw nerve. Hopefully the Skype brand team is plugged into initiatives like this so they can review them for potential brand impact.
December 10th, 2009 at 8:40 pm
I had this installed when I recently did a Skype update. I am 99% certain I was not presented with the option to install or not install this very intrusive Firefox addon. If I was, then it was a small pre-checked box, craftily hidden. This would be an OPT OUT, not an OPT IN. Skype deserves any bad repute they garner from this deceptive practice.