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January 23, 2020 11:20 pm

Sonos CEO Apologizes For Confusion, Says Legacy Products Will Work 'As Long As Possible'

On Tuesday, Sonos announced that come May 2020, a number of its older products will no longer receive software updates. Naturally, this frustrated many longtime customers, prompting Sonos CEO Patrick Spence to issue a statement to try to clear up the confusion. The Verge reports: "We heard you," is how Spence begins the letter to customers. "We did not get this right from the start." Spence apologizes for any confusion and reiterates that the so-called legacy products will "continue to work as they do today." "Many of you have invested heavily in your Sonos systems, and we intend to honor that investment for as long as possible." Similarly, Spence pledges that Sonos will deliver bug fixes and security patches to legacy products "for as long as possible" -- without any hard timeline. Most interesting, he says "if we run into something core to the experience that can't be addressed, we'll work to offer an alternative solution and let you know about any changes you'll see in your experience." The letter from Sonos' CEO doesn't retract anything that the company announced earlier this week; Spence is just trying to be as clear as possible about what's happening come May. Spence again confirms that Sonos is planning a way for customers to fork any legacy devices they might own off of their main Sonos system with more modern speakers. (Sonos architected its system so that all devices share the same software. Once one product is no longer eligible for updates, the whole setup stops receiving them. This workaround is designed to avoid that problem.)

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