Science

Sonos CEO apologises for decision to axe support for older speakers


Sonos boss Patrick Spence has apologised for his company’s decision to cut off older speakers from future software updates. 

The US-based audio firm announced earlier this week that it would stop sending software updates to a number of its products from May.

Mr Spence was forced to issue a statement after droves of disgruntled customers complained about the decision. 

He admitted the company ‘did not get it right’ and that older speakers will ‘continue to work as they do today’ after the May cut-off. 

Scroll down for video  

Sonos boss Patrick Spence (pictured) has apologised for his company's decision to cut off older speakers from receiving software updates in the future

Sonos boss Patrick Spence (pictured) has apologised for his company’s decision to cut off older speakers from receiving software updates in the future

Sonos customers slammed the US-based audio firm's 'irresponsible' decision to axe support for their older speakers — calling it a 'total disgrace'

Sonos customers slammed the US-based audio firm’s ‘irresponsible’ decision to axe support for their older speakers — calling it a ‘total disgrace’ 

WHAT SONOS SPEAKERS ARE AFFECTED BY THE CHANGE?  

The audio manufacturer recently announced it will stop sending software updates to a number of its products from May.

Affected models include: 

  • The original Zone Player
  • Connect and Connect:Amp — all versions spaning from 2006 to 2015
  • The first-generation Play:5 
  • CR200 
  • Bridge released in 2007  

‘We heard you. We did not get this right from the start,’ Spence stated in a blog post on the Sonos website. 

He continued: ‘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.’

The CEO acknowledged the high cost customers had paid for their speakers and said ‘we intend to honour 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,’ he adds. 

Its original Zone Player, Connect and Connect:Amp — all of which were launched in 2006 and include versions sold up until 2015 — will be affected by the move.

The first-generation Play:5 and CR200 — both released in 2009 — as well as 2007’s Bridge will also no longer receive software updates or new features.

Customers were angered by the decision of Sonos to remove support for legacy devices. 

The company cited the speakers being ‘stretched to their technical limits in terms of memory and processing power’ as the main reason for the decision. 

But customers were displeased at this reason. 

‘I feel let down by a company I have invested a lot of money in,’ Birmingham-based Paul Beebe, who bought a Play:5 speaker for £400 less than three years ago, told the PA news agency.

‘It will certainly make me think twice before extending my system, especially as now many other manufacturers have caught up in terms of grouping audio amongst a group of speakers, which was something quite unique to Sonos.’

Mr Beebe, who has several other speakers of mixed ages, said he had been thinking about adding a speaker to his bathroom — but would now ‘reconsider’ following Sonos’ announcement.

‘I am pretty annoyed, people keep audio equipment for years and years, typically.’ 

People with multiple Sonos speakers that include one of the affected products will also see their system impacted

People with multiple Sonos speakers that include one of the affected products will also see their system impacted

Sonos said that customers will be able to continue using their 'legacy' products after they stop receiving software updates, but warned that 'some functionality will be impacted over time'

Sonos said that customers will be able to continue using their ‘legacy’ products after they stop receiving software updates, but warned that ‘some functionality will be impacted over time’

Andy Powell — another UK customer — told PA that he was ‘hugely disappointed.’

‘I was a fan, an early adopter and even an advocate promoting them to others,’ he said.

‘But with this and the whole “recycling” issue a few weeks back, the trust is gone and I’ll definitely be looking elsewhere.’

Sonos said that customers will be able to continue using their ‘legacy’ products after they stop receiving software updates, but warned that ‘some functionality will be impacted over time.’

People with multiple Sonos speakers that include one of the affected products will also see their system impacted. 

‘As changes are made to technology in the future, particularly by music service and voice partners, access to certain services or features may be disrupted,’ Sonos said.

‘An example would be a music service partner issuing a new update that isn’t backwards compatible with legacy software.’

The firm is offering their existing customers the option to trade up to a new Sonos product in return for a 30 per cent discount.

To take advantage of this offer, the old device must first be put into its so-called ‘recycle mode’ — meaning that it will be deactivated and no longer functional.

Last year, Sonos offered owners of dated products a similar ‘recycling’ programme, but this was criticised for being less environmentally friendly than allowing the speakers to be reused instead.

For those unable to take devices to an e-waste facility, Sonos has said that it will pay delivery charges to have affected items shipped to the company for recycling.  

The audio manufacturer had announced that it would stop sending software updates to a number of its products from May, which has angered some customers

The audio manufacturer had announced that it would stop sending software updates to a number of its products from May, which has angered some customers

In a statement, Sonos said that it made the decision because older devices had been 'stretched to their technical limits in terms of memory and processing power'

In a statement, Sonos said that it made the decision because older devices had been ‘stretched to their technical limits in terms of memory and processing power’



READ SOURCE

Leave a Reply

This website uses cookies. By continuing to use this site, you accept our use of cookies.