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DT186
January 31, 2020

Greed - legacy devices

Unfortunately all that I can say about the recent announcement is that Sonos is treating it’s customers as cash cows. The amount of money that each customer spends on a good product runs, sometimes, into 1000’s and then suddenly turnaround and say that your items are no longer viable is incredulous.

The reputational damage that Sonos has created could run into millions as loyal customers decide that the expense is not worth it.

Sonos rethink, you’re an intelligent firm, but poor when it comes to customer good will.

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      46 replies

      John B
      January 31, 2020

      Unfortunately all that I can say about the recent announcement is that Sonos is treating it’s customers as cash cows. The amount of money that each customer spends on a good product runs, sometimes, into 1000’s and then suddenly turnaround and say that your items are no longer viable is incredulous.

      The reputational damage that Sonos has created could run into millions as loyal customers decide that the expense is not worth it.

      Sonos rethink, you’re an intelligent firm, but poor when it comes to customer good will.

      Sonos have explained that it is for technical reasons and that it has been a difficult but unavoidable decision.  I believe them, you think they are lying. Experience so far suggests that there is little chance of either of changing our views, but I am sorry you feel that way.

      At least, to judge by your profile, your speakers are not affected, although the possibility exists that some years from now they will be. Although you will probably be able to use them for some time after the point at which they become ‘legacy’ devices.

        DT186Author
        January 31, 2020

        ‘Lying’ is a very strong word. I just do not feel it is right for a company, who has loyal customers, to push aside the investment that these customers have made into a quality product to be told that the product is no longer viable. 

        I applaud development but to be told that your investment will become worthless is not right, and by default if you want to continue to use the service (which you have already invested in) you will have to pay for further devises albeit at at 30% discount. These are not cheap bits of kit.

        I wonder how many customers would have bought devises had they been told that after a number of years that they would be consigned to the scrap heap? I know that I am now reconsidering buying any further product from Sonos. Once bitten…………...

          John B
          January 31, 2020

          ‘Lying’ is a very strong word. I just do not feel it is right for a company, who has loyal customers, to push aside the investment that these customers have made into a quality product to be told that the product is no longer viable. 

          I applaud development but to be told that your investment will become worthless is not right, and by default if you want to continue to use the service (which you have already invested in) you will have to pay for further devises albeit at at 30% discount. These are not cheap bits of kit.

          I wonder how many customers would have bought devises had they been told that after a number of years that they would be consigned to the scrap heap? I know that I am now reconsidering buying any further product from Sonos. Once bitten…………...

          You are aware that legacy devices will continue to function after May?  Sonos has provided a route that avoids the need for any upgrade purchase.  It certainly isn’t perfect but nobody HAS to upgrade to use their equipment post-May with all the existing features.

          DT186Author
          January 31, 2020

          I am aware however it’s the principle and morals that I am questioning.

          If Sonos where aware that their product would only have a finite life, then why are they not more compatible ie an aux jack, bluetooth etc? And why not state this fact that there product is only good for a few years?(Corporate suicide!!) It’s OK to say that Sonos is more compatible now, but the ‘horse has well and truly bolted’.However, I am now convinced that Sonos is very much aware of the finality of their product and have chosen not to invest, which in my mind shows a total disregard and disrespect to their customers.Once the updates end you are basically left either with an expensive door stop or book ends. The speaker is fundamentally fine but the customer is held to ransom over software.

          This is a company with a US$1.5B market capitalisation and they are not willing to invest in continuing updates? This is why I do not believe that it is solely due to technical difficulties, it’s the desire to produce something new and to some extent ‘force’ customers to update.The reputational damage that this announcement has/will cause will show in it’s next balance sheet. Consumers have long memories and will show their dissatisfaction.

          I think we will have to agree to disagree on this subject. You are a believer whereas I am not convinced.

            Jeffrey_G
            January 31, 2020

            I'm not convinced either.

              jgatie
              jgatie
              January 31, 2020

              Who said they weren’t going to continue updates?  Last I checked, that is the complete opposite of what the CEO said. Lots of misinformation going around, and it is anger that is feeding it.  Take a breath. 

              DT186Author
              January 31, 2020

              https://www.bbc.co.uk/news/technology-51206604

               

                DT186Author
                January 31, 2020

                So either the BBC is totally mis-informed or the CEO is trying to keep his job? 

                 

                  jgatie
                  jgatie
                  January 31, 2020

                  You are linking to a BBC article from January 22.  This came out the next day: 

                   

                  https://blog.sonos.com/en/a-letter-from-our-ceo/

                   

                  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 off

                   

                  Pledging to “keep them updated with bug fixes and security patches for as long as possible” is the complete opposite of “not willing to invest in continuing updates”.  I don’t know how it can be interpreted otherwise, unless one is experiencing anger fueled bias.  As I said, a lot of misinformation out there. 

                    Jeffrey_G
                    January 31, 2020

                    The second email was just a rehash of the previous email. Calling this point of view "anger fueled bias" isn't fair nor is it accurate.

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