The last few weeks have been a challenge for Sonos as it faced a backlash over its recycling policy and how older products are handled when they can no longer be updated. A company issued statement now seeks to acknowledge and clarify the situation.
In a recent blog statement, Sonos CEO Patric Spence explained how the company had taken on board customer feedback and the changes it was planning to implement as a result.
The most pressing concern for owners of Sonos audio systems that consist of a mix of older legacy devices and newer components was addressed by the company with an admission that it was working on a way to ‘split the system’ so that modern products would continue to get updates and features while the legacy devices would remain working without impeding these updates.
And on the subject of the legacy devices, Spence reiterated that, despite no longer receiving new software features, they would be supported with bug fixes and security updates for as long as possible. Once the point where this is no longer possible has been reached, Sonos will inform its customers of a recommended course of action.
The Sonos statement is quoted below.
All Sonos products will continue to work past MayPublished Jan 23, 2020
We heard you. We did not get this right from the start. My apologies for that and I wanted to personally assure you of the path forward:
First, rest assured that come May, when we end new software updates for our legacy products, they will continue to work as they do today. We are not bricking them, we are not forcing them into obsolescence, and we are not taking anything away. Many of you have invested heavily in your Sonos systems, and we intend to honor that investment for as long as possible. While legacy Sonos products won’t get new software features, we pledge to keep them updated with bug fixes and security patches for as long as possible. If we run into something core to the experience that can’t be addressed, we’ll work to offer an alternative solution and let you know about any changes you’ll see in your experience.
Secondly, we heard you on the issue of legacy products and modern products not being able to coexist in your home. We are working on a way to split your system so that modern products work together and get the latest features, while legacy products work together and remain in their current state. We’re finalizing details on this plan and will share more in the coming weeks.
While we have a lot of great products and features in the pipeline, we want our customers to upgrade to our latest and greatest products when they’re excited by what the new products offer, not because they feel forced to do so. That’s the intent of the trade up program we launched for our loyal customers.
Thank you for being a Sonos customer. Thank you for taking the time to give us your feedback. I hope that you’ll forgive our misstep, and let us earn back your trust. Without you, Sonos wouldn’t exist and we’ll work harder than ever to earn your loyalty every single day.
Until Sonos implements its plan to split the modern and legacy devices in a single system, it’s obviously too early to see how effective the approach will be but do Sonos owners out there feel that the company has done enough to assuage their concerns or has it still not delivered? Please let us know your thoughts in the discussion thread.
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