A few days ago, Sonos sent a message to its customers, informing them that certain products people had bought years ago were going to be obsolete and possibly unusable by May 2020.
The notification started an outcry on Twitter and other online platforms and forums. People began sharing their discontent about Sonos’ decision to stop software updates and new features for what they are clarifying now as legacy products.
You see, many people had spent a lot of money in the early days of Sonos by trusting this company and investing in their product. These early-customers felt cheated by a company they supported from the beginning.
Sonos’ message about legacy products:
In May the following products in your system will be classified as legacy and no longer receive software updates and new features. This will affect your listening experience.
Legacy products were introduced between 2005 and 2011 and, given the age of the technology, fo not have enough memory or processing power to sustain future innovation.
Please note that because Sonos is a system, all products operate on the same software. If modern products remain connected to legacy products after May, they also will not receive software updates and new features.Sonos’ notification to its customers
Essentially, Sonos told some of their most loyal customers that by May of this year, all of their Sonos products (new and old) were going to be practically neglected from upcoming updates and features, rendering potentially useless in the near future.
After a few days of strong and steady complaints and criticism about this decision by Sonos, the company changed the policy and sent an email to its customers (see image below). Then Sonos’s CEO posted an apology letter to their company blog.
The Sonos’ response is fine, but I wish they would have done that from the beginning and save themselves the hate and all the complaints they justifiably received.
But why did they tried to do this to them in the first place? Laziness.
It was evident from the beginning, at least to their customers, that what Sonos’ was about to do wasn’t the result of limitations with the technology, it wasn’t. The original letter sent to customers with Sonos’ products bought between 2005 and 2011 was just the easy way to deal with this situation.
Let this be another lesson to other companies out there, and let’s hope that in 10 years or so, Tesla doesn’t try to pull a Sonos with their customers.