End of Software Support - Clarifications

I don’t know.  There is no way Sonos are going to repeat this exercise in months, so it will be a few years before this possibly becomes an issue.  Given how long they have have kept the 32MB devices going on miniscule marginal amounts of memory, I believe that is likely to be many years.  And I can live with the possibility that I might be wrong.  Life is uncertain.  II have no intention of worrying about what my options might be in a hypothetical situation some years from now.  I’ll make my choice on the information available at the time, and then change if necessary as things pan out.  If this is the biggest thing I have to worry about in that period I shall count myself truly blessed.

And that’s my point, said a few times over a couple of threads

Most likely you might not have changed your product colour and loyalty had you have had clear comms and reassurances. I feel in a similar boat.

I don’t have the time or inclination to do too much tech sparring, I just want to believe in a product that works and plays well with others. And to the largest extent I still have that in Sonos. Indeed it’s working in 3 rooms right now and doing a fine job.

But if we’d be kept better updated with solid directions then I would not be looking at  Pi-DigiAMP+, Allo Boss Player, Meridian, or Bluesound blah blah…. or even know what they are!

Now I know what they are (fuelled by this mess) then I can see some clear positives and for sure some complexities. 

Feed people the right data and they will hold their position. They will wait, they might give the benefit of the doubt. And we had a little data from Sonos management for sure … but not a great deal.

Ryan has done a sound job at his pay grade of providing what he can and that’s appreciated.

But I don’t accept this ‘wait and see’ with some very sketchy broad parameters messages. Or rather I did at the time and gave the benefit of the doubt. That was a while ago.

It’s a little like when BA (or any airline) cancels a load of flights …. folks maybe upset but (in the main) will be more likely to understand if they are kept informed regularly. Keep them in the dark and they will whine their ass off to anyone who will listen.

Even if the message is not definitive …. a ‘hold on guys, we are getting there, big noise a coming’ type statements would help even the most jaded Sonos person to some extent.

This last few weeks has been a boot camp of involuntary ‘learning the alternatives’ out there. Sounds like you had similar. A lesson I never wanted but now raise an eyebrow over.

Let’s have some messages Sonos. Can it be that hard?

I’m not understanding how a  ‘hold on guys’ type statement from Sonos is not the ‘wait and see’ message you stated you don’t accept.  What’s the difference?  Are you suggesting that Sonos should essentially repeat the same message they’ve already given every so often until may comes around?

The one thing I don’t think Sonos should do is really information that isn’t solid yet.  People are making financial decisions based on what Sonos has stated and get understandably upset when Sonos reversees course on something.  As an example, Sonos first statement gave the impression that Legacy systems would not have any bug fixes or security updates.  Within 48 hours, that decision was reserved.  During that time some people decided to enter the trade in program, but now regret it because a legacy system with bug fixes/security updates is was their preferred option.

I understand the desire for answers now.  Besides just some peace of mind, it’s probable that used prices will go down rather quickly between now and May.  The trade in program will be there, but if you think you might want out of Sonos, it’s not that helpful.

Each to their own opinion wise. Respect your view.

What I can share with you is that I have worked for too many years (in a decision making capacity) in a very similar sector, and I know the reaction curve that we go through when we have (rarely) messed up in such a way. And it is show stopping, decisive and customer focused to the max. Maybe that’s just the Japanese consumer electrics MO.

There is no way on earth that a company of Sono’s mid (or our significantly bigger) size, does not know the plan. The small print? Sure … they got 10 weeks left for that. Only the tech focused folks here will care about that.

I too take a ‘more sympathetic’ stance than some of the guys on this thread. I have zero interest in seeing them die a death … far from. But part of that is proper communications. They did a bit, fair enough. But no-where near enough … at this point.

And yes, for many, a simple progress statement would likely be enough. Check back how many comment are from folks who have either a. gone elsewhere b. thinking about going elsewhere or c. have decided (regardless of action and comms … good or bad) they are out of here. And as you say people have (and are) making those financial decision. Me included. And they don’t fare well for Sonos if this thread is indicative of the feeling out there.

So if the overwhelming trend is towards disaffection and migration (or even testing the water elsewhere)…  what can they possibly loose updating the crowd on strategy already well in the development curve? it can only improve matters.

And if they really don’t know at this point, then we really do have a problem. I don’t think that’s the case, not that my opinion matters. 

It’s rare in business that proper communications spoil the situation … not unheard of but rare. And the tone in more recent days of folks on here seems to be one of … ‘let us know and we will at least think about it’ … reasonable stuff.

Sonos is in a recovery situation here. So simple stuff, update the people. We can split infinitives as to the wording stance but on the commercial side and the architecture side, there will be news …. so share it.

And yest the original plan of not providing any bug fixes on legacy products has already been reversed.  I’m not sure how you can claim there is not chance that the plan already known when the we’ve already seen the plan change once.  Besides this, I’m not sure what aspect of the plan you think needs to be communicated that isn’t ‘small print’.

Options A and C sound like the same thing.  I don’t know how indicative this thread is of how people generally feel.  Even if it were, not everyone agrees with you that a simple progress statement is enough to make them happy.  Many people are asking that nothing changes at all. Some are asking for greater than 30% trade in discount.  Some are claiming that Sonos is lying about technical incompatibilities and is just acting out of greed.  I don’t think these people will be happy with more information from Sonos unless they get exactly what they are asking for. 

I already answered this.  Information that ends up getting reversed is bad info.  I don’t agree with your premise that the information/plan is already decided without possibility of change.  

To be clear, I’m not against Sonos providing updates.  I just don’t think they should say anything that isn’t 100% sure, and I don’t think it’s going to make to make many of the people that are upset about all this all that happy.  

We agree to differ. Mind you, you absolutely right about A & C ….  thought after posting :-)

The Money Grab

It was clear when “you could not” add a mono feature to the connect amp. Then, “BAM” here is the new latest and greatest connect amp with mono. Give us more money. 
If you would not have screwed with the old stuff, the existing customers would have kept doing what we always do, give you free advertisement. We would continue to brag about our systems and talk highly about Sonos. The amazing sounding system that has always done right. Worked hard to not compromise  sound quality for stock prices, because they don’t have stocks. “Go buy Sonos equipment stop wasting your time and effort with all the rest of that stuff”. 
But then there is the money grab. 
Now what do you think we will tell our friends and neighbors?

Go buy a Sonos?

Probably not. I was about to buy 3 new items. Now I’m on the fence about buying any. 
so what am I suppose to tell my friends and neighbors? “I would think twice about buying any Sonos equipment at this time”

And I hate to have to tell people that. But I have to be honest with them. I’m proud of my equipment as is (I feel) every Sonos owner, but as of the moment not feeling to secure about the future of our systems at the hands of the company that builds them.

I work for a company that teaches their employee's that you represent the company and your friends and family put more faith and stock in what you as a person communicate to them than what the read on the internet or the news. 

We, the happy Sonos  customer are your voice and selling team, but you just made a lot of your “sellers” not to willing to vouch for you.

Thanks for the excellent sounding equipment,

A neighbor who what’s to convince people to buy Sonos equipment.

Very hard to argue with any of that. The referred sale is a powerful force.

I own three Connect|Amps and two Connect. I also own some Ones and a newer style black AMP. I was about to purchase a Move and another Amp but am now reconsidering. All the connects were purchased and registered together in July of 2017. The three Amps and one of the two connects are now listed in my account as Legacy and one connect is listed as “modern”. Am I to understand that these devices, registered just over two years ago are now to be rendered incompatible with future updates and current models? If these were 10 year old devices then I’d understand, but they are not, and I’m devastated and dismayed. 
 

Come on Sonos. This is a terrible decision, short sighted and will lead to the demise of your ecosystem. Reconsider. 

@Chris Bee . May I ask where you bought devices in July 2017 that are now classed as legacy?