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I'm going to put on my pessimism hat for a moment. Option two: User buys a nice, expensive wireless speaker at a discount. After setting it up, they learn that
by Kalium 7y ago
I'm going to put on my pessimism hat for a moment.
Option two: User buys a nice, expensive wireless speaker at a discount. After setting it up, they learn that it will literally never get an update and they can't get any support for it. Their experience sucks, and worse, it always will. Now they feel like they've been screwed by Sonos on top of however much money they paid for the thing. Their brand new-to-them device is forever hobbled.
That doesn't sound like a happy new customer. That sounds like an angry secondary-market consumer that will never be a customer and a tarnished brand. That seems sub-optimal for a company that highly prizes loyalty and the user experience.
- Hamuko 7y ago>After setting it up, they learn that it will literally never get an update and they can't get any support for it. >That seems sub-optimal for a company that highly prizes loyalty and the user experience. It's not the customer's fault that their product is never getting updated and they can't get any support.
- Kalium 7y agoYou're absolutely right. It's a consequence of the company's decision to not offer infinite support to hardware. It's also a consequence of a user potentially failing to do their research before purchasing. If a company is going to drop support for older devices, ensuring that poorly informed users don't get screwed by this seems like a reasonable decision. I understand that some may consider this completely unreasonable, particularly on the basis that halting support is in no way a business decision that should ever contemplated. Again, you're right. This is a consequence of Sonos' decision to stop supporting some of their products. It's just perhaps considering that there may be some small amount of room for nuance.