Companies should create value, and capture a fraction of that value.
What Synology did was trying to significantly increase the fraction of value they captured, at the cost of their customers, who would have to pay that, and without providing extra value for their customers.
This is not only a a bad deal for customers, it also triggers our sense of injustice.
The best companies create value, and capture only a part of it, and leave other parts of the value for both customers and partners/suppliers.
What Synology did was trying to significantly increase the fraction of value they captured, at the cost of their customers, who would have to pay that, and without providing extra value for their customers.
This is not only a a bad deal for customers, it also triggers our sense of injustice.
The best companies create value, and capture only a part of it, and leave other parts of the value for both customers and partners/suppliers.