Outrage as Sonos prepares to end support for older products
One of the world’s leading electronics companies has sparked outrage over cutting support for some of its high-end products.
Sonos will drop a number of older items from its update cycle from May onwards and some may stop working entirely, the company warned.
In a statement on Tuesday, the California-based firm said customers could trade in their old speakers and devices, classified as “legacy” items, in exchange for 30 per cent off new or “modern” ones.
But users have been less than impressed by the move, with some warning it could spell the “death” of the company.
One shocked customer tweeted: “This move by @Sonos should have every customer thinking their continued and future investments.
“I, for one, (am) seriously considering quitting @Sonos altogether."
Another fumed: “Wait a minute, Sonos. I can either let you Brick my £400 speaker and send it to landfill in exchange for 30 per cent off a new one or keep it and I'll stop receiving updates to my entire house full of your products.
“Are you having a laugh?”
So in one foul swoop @Sonos make all my products legacy and won't provide software updates or new features! What a way to treat your loyal customers. Well guess what....you can stuff your 30% trade up discount, you'll never get another penny out of me! 😠
— Andy (@higgythesiggy)
Another added: “Another lost customer here. Pity, as I *would* have upgraded my c.£1,500 worth of kit, gradually, over the next few years, as things wore out. But I won’t be forced to work to your greedy wasteful timetable.”
While one man warned: “Oh @Sonos you’ve got about 24 hours to make a huge apology and reverse this decision. I’m not being overly dramatic to say that any other action is the death of your company.”
@sonos #SonosBoycott no thanks. Another lost customer here. Pity, as I *would* have upgraded my c.£1,500 worth of kit, gradually, over the next few years, as things wore out. But I won’t be forced to work to your greedy wasteful timetable 🤑🤑🤑. pic.twitter.com/eQlYTG7gUI
— David Humble-White (@WhiteHumble)
Sonos listed the affected items as: original Zone Players, Connect, and Connect:Amp (versions launched between 2006 and 2015), first-generation Play:5, CR200, and Bridge.
It said these “legacy products” will no longer receive software updates or new features from May and warned users they may stop working properly as new updates arrive.
Oh @Sonos you’ve got about 24 hours to make a huge apology and reverse this decision. I’m not being overly dramatic to say that any other action is the death of your company
— Cass Crockatt (@casscrockatt)
"Without new software updates, access to services and overall functionality of your sound system will eventually be disrupted, particularly as partners evolve their technology," it added in its announcement.
The firm said it made the decision because "some of the oldest products have been stretched to their technical limits in terms of memory and processing power".
In a bid to assuage customers’ outrage, Sonos stressed that 92 per cent of its speakers were still in use.
“We are extremely proud of the fact that we build products that last a long time, and that listeners continue to enjoy them,” the company added.
"Ideally all our products would last forever, but for now we’re limited by the existing technology," it said.
"Our responsibility here is threefold: build products that last a long time; continually look for ways to make our products more environmentally friendly through materials, packaging, and our supply chain and take responsibility for helping you through the transition once products near the end of their useful life."
