Overall, this is a good message. Zoom appears to be taking the right steps to fix both their existing problems and the mistakes they have made in developing/marketing their product.
Nobody could have forseen the huge increase in volume that Zoom has had to deal with in the last few weeks. They found themselves in the coveted position of “easiest option that currently sucks the least” for a service a lot of people have suddenly needed. That’s as good as it gets.
Performance and support issues are understandable in explosive growth situations like this, and honestly, Zoom has done a much better job at both than I would have given them credit for. They must be paddling like mad, struggling with the best and most daunting problem a tech company can have.
So kudos–and all the patience you can muster–go to them for that.
It’s important to keep in mind however, that the majority of the security and privacy issues that they are now rushing to correct were baked into the product BEFORE this increase in volume, and that increase in volume in no way caused those issues.
They did not underthink the use of the FB SDK, nor fudge the definition of “end-to-end,” nor include the spooky attention tracker, nor release a buggy, insecure Mac OS version because they suddenly had millions more users. In fact, those things were exposed in part because they suddenly had millions of users, and their product came under much more scrutiny as a result.
Zoom built something that had some serious problems, millions of people used it anyway, and the suckage was exposed. Now they are trying to make it right.
I really hope they do. I really hope Zoom ends up with a secure, solid, kick-ass product that does what is supposed to and maintains the ease of access, usability, and low cost of use that attracted people to it in the first place.
But keep in mind that most people did not choose the best possible solution when they chose Zoom–they chose the easy option that sucked least. Most people continued to use it while it was doing things they didn’t want it to do, because it was too much work to change to something else.
If Zoom ends up a solid, kick-ass secure product that does what it is supposed to do and respects privacy and leaves a lemony-fresh scent, it won’t be because people chose that product.
It will be because people are willing to use a worse product.