I just sent this letter to Sonos Management. I recommend people do this in addition to voting on the DTS poll.
I called your customer hotline earlier today to discuss an issue, that mostly likely has been well played out, over lack of DTS support. As a customer who recently spent $1,998 buying your 5.1 home theater set up, I wanted to hear directly from you guys why 30 movies that I own are essentially coasters now.
The gentleman I spoke to was extremely nice and helpful so this has nothing to do with him. It is your approved talking points on DTS that I take issue with.
First of all, you never want to tell a customer that they should help be part of making a stink on the DTS issue to help finally get it resolved. It would be like calling the White House to complain about Obamacare to be told that if I help make a stink, I can help be part of fixing it. That is just silly. And also, I support Obamacare like I do your products. I like your products. I just don't like your corporate decision about DTS.
Second, I don't like being told that DTS is really expensive to support its codec. I don't know if you have checked around lately, but Sonos is a luxury product. At least 30% more than comparable products. If we as customers can fund your products, you need to be able to fund its DTS capabilities.
Third, saying that at the time of launch no TVs supported DTS makes no sense now. You probably know this but there are less than a few handful of TVs that support Dolby and yet customers own non-DD supported TVs (me included). There are HDMI switches, AV receivers, certain Blu-Ray players, Toslink switches, and direct connection from a Blu Ray player or cable box that can get around this. The TV talking point needs to really be updated.
Fourth, you are essentially forcing customers to now avoid DTS movies. My daughter wants me to buy her Princess Bride on Blu Ray and I won't because it is DTS. George Lucas movies are DTS only. Bourne Trilogy. The list goes on. We are losing out as content consumers.
Lastly, you are losing the PR battle and it doesn't have to be that way. The threads on DTS are pretty ruthless and yet you guys ignore them - rather than keeping customers up to date on the issue. There is a customer poll on supporting DTS, with over 1,000 votes, and yet you have not commented on the "under consideration" decision in over 2 months. There are people returning the Playbar and yet you guys don't intervene. It almost seems like you guys are deliberately torpedo'ing this product for no reason.
Recommendation: Please just update the DTS poll thread. If it is still under consideration - say so. If you guys are genuinely trying to add DTS (even if it takes a while longer), say so. If you aren't going to ever support DTS, say so. Customers have invested in your company and products, don't do us a disservice by ignoring the issue.
A genuinely loyal customer.