To the public, Sonos claims that the old devices are no longer powerful enough to handle the workload they are under. From a customer perspective, this is nuts, of course. The customer may have not changed their usage pattern in 5 years, why should it suddenly be insufficient to keep working unless Sonos is doing a bad job designing its software. Sonos, clearly, has a significant cost of continuing to update their software to keep up with third-party service offerings. Listeners of the Acquired podcast may have heard " The Sonos IPO" episode from August 2018 which explained the business backdrop. At the core is a business that spends heavily to attract new customers then is able to average 4 products per household. Couple this with never needing to replace the products and you have a successful model of developing happy customers that never spend money on your products. Growth is slow and expensive. Sonos has a remarkable reputation for how long its products stay in use. They report this to be 92% of every product ever sold is still in use. Undoubtedly this new policy to end software update support will tank that statistic and they will no longer be able to tout it. On the flip side, they should hope to get more repeat sales from the same customers over time that need to renew their products. I am a happy customer and would not mind giving more of my money to them if they offered new value for me. It works great and is so magical that I sometimes forget how incredible it is that it perfectly syncs different rooms without failing. This is not a huge surprise, but I think they missed a great opportunity to innovate. On January 21, 2020, Sonos announced they would be ending software support for some older products.
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