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Own: What happens after you buy · Tech & software

Features removed after you buy: fair or not?

When you buy a device, you expect it to keep doing what it did on the day you bought it. But software updates can take features away, and companies sometimes start charging for features that used to be free. Owners often learn about it from an email or a sudden change. Is it fair to change what a product does after the sale?

Is it fair for a company to remove features or put them behind a paywall after you bought the product?

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What happens

Connected products get updates from the maker, and those updates can remove features as well as add them. In March 2025, Amazon ended the Do Not Send Voice Recordings setting on some Echo devices, so voice requests went to its cloud. Amazon tied the change to its new Alexa+ features.

Other times a feature stays but gets a price tag. In May 2020, Wink told smart hub owners they had days to start paying $4.99 a month or lose app, voice, and third-party control of devices they had already bought. Car makers have tried charging monthly to switch on equipment already built into cars. BMW dropped its heated-seat subscription in 2023 after criticism.

Why many people say it’s not fair

  • People chose the product partly because of features that later disappeared.
  • Paywalls on old features make owners pay twice for the same thing.
  • Notice is often short, leaving little time to respond.
  • Owners cannot refuse an update in many connected products.
  • Removed privacy settings can change how personal data is handled without a real choice.

The other side

Companies say some features cost money to run, especially those that rely on servers, and a one-time sale may not cover that forever. Features may also be removed for security, legal, or technical reasons, or to make room for new ones. Wink said hardware sales were its only income for cloud and support costs.

Some businesses also respond to feedback: BMW said it would stop selling subscriptions for equipment already installed in cars, and focus on software services instead.

Options you may not be told about

Ask the company for a refund or credit, especially if you bought recently and the feature was advertised.
If a privacy setting is removed, review the device's remaining privacy settings, or decide whether to keep using, sell, or recycle it.
Return the item if you are still within the return window and a key feature is gone.
Save screenshots of product pages showing the features you paid for.
If a seller advertised a feature that was soon removed, ask your card issuer about a dispute.

What you can do

  1. Read update and policy emails from the maker; they often announce removals.
  2. Screenshot the product listing and keep your receipt when you buy.
  3. Contact customer support in writing and ask what they will do for affected owners.
  4. Before buying, check whether key features depend on the maker's cloud or a subscription.
  5. Report changes that seem deceptive to the FTC and your state attorney general.

Rules and your rights

No US law specifically stops companies from removing features through updates. The FTC Act prohibits deceptive and unfair practices, and FTC staff have said in 2024 that withholding update and support information may raise problems for some products sold with written warranties. Results depend on what was promised when you bought. Report problems at ReportFraud.ftc.gov and to your state attorney general.

Has this happened to you? Share what happened so others know what to expect.

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Related

Common questions

Can a company take away features I paid for?

Often the terms of service allow changes, and no US law specifically bans removing features through updates. But the FTC Act bars deceptive and unfair practices, so if a company advertised a feature and then took it away, a complaint to the FTC or your state attorney general may be worth filing.

Why do companies put old features behind subscriptions?

They usually say ongoing costs, like servers and support, are not covered by the original sale. Wink gave that reason in 2020 when it asked hub owners to pay $4.99 a month. Critics say buyers paid for those features already and should not have to pay again.

Can I stop a device from updating?

Some devices let you delay or turn off automatic updates, but many connected devices update on their own. Skipping updates can also leave security holes open. Check the device's settings and the maker's support pages, and weigh the risk before blocking updates.

Sources: TechCrunch: Amazon's Echo ending 'Do Not Send Voice Recordings' (March 2025) ↗ · The Register: Wink smart home hub owners told to pay subscription (May 2020) ↗ · Mezha: BMW drops heated seat subscription (Sept. 2023) ↗ · FTC: Smart products surveyed fail to tell consumers how long software updates will last (Nov. 2024) ↗ · FTC: ReportFraud.ftc.gov announcement ↗

General information, not legal, financial or real estate advice. Whether a practice is fair is a matter of opinion; votes and shared experiences are the views of site visitors, not AblePro, Inc. Rules and company policies change; check current terms and your state’s rules.