A lot of the frustration from Sonos users is fair as the company has promoted that their products are constantly supported - so you have confidence that your product will continue to work AND be updated to get even better.
Not only did the marketers behind Sonos say this, but their end-users and retailers also picked up this story, so they pushed other people (customers / friends and family etc) the line.
Now they have the potential to have egg on their faces, so they're pissed.

Remember when Sonos launched a big campaign to decry the weakness of Bluetooth?
Now they have a product with Bluetooth on-board.

They have an image problem, whoever is advising them isn't getting it right.

I won't argue that those issues you mentioned exist; I have experienced similar things.

When a PAC2 died on one of our jobs similar to what you described, we got a DIN-AP3 with a DIN-HUB and power supply, converted the program and put it in. Crestron even sold that as a kit, which **they mounted on a panel with the PAC2 bolt pattern so it would bolt into the same physical space**. In other words, they support their old systems with current parts.

Same with Lutron. When we had an Interactive processor die about 4 years ago, we put in a brand new Illumination processor **from Lutron**, because at that time, you couldn't convert an Interactive program to QS, so that's what they prescribed. Now, I believe you can convert the program to QS (or whatever their latest thing is).

Neither of these things were that big of a deal. In houses like these, in that 10-15 million dollar range, these are service calls that, OK, are a 'bigger deal' than having to reboot something. But it's still just maintenance.

Putting those sorts of examples in a thread about Sonos isn't exactly comparing apples to apples.

You missing the point, braniac. My bitch was about the f**king retards sending an email blast to our clients saying that their Sonos was about to be nonworking. And then the CEO blogs out a stupid ass apology two days later. He should have sent a followup email blast. Hiding his apology in the company blog made him look like a pussy.

So yea, Sonos management are a bunch of f**king retards. Who else goes and sues Google when their they're out of legit business ideas?

He did send an email blast for the apology. I received it.

I did as well

I got the email blast as well but agree their CEO is a total f***tard..

Our industry does a poor job of relaying that maintenance and obsolesce with IT related stuff is reality. We focus on the sale and coolness, reluctant to bring up that it's also going to break and cost you money later, this isn't the last expense.

Home owners from experience accept that an appliance lasts 5 years, furnace 20, light switches and plumbing forever, or at least until they're ready to remodel or move so they don't have to think about that stuff.

There experience with IT for much of their lives is, I call the cable company and they bring a new modem/cable box, cause it's not mine, it's just there thing in my house I'm told I need. (How many times do you hear, 'your' system broke, meaning us, it's a thing they need to get what they want, they don't comprehend).

Sure they replace their phone every two, because the cellular industry was smart and "finances" to them for two years. Times up, you're ready for a new one. Similar to their car.

Computers and iPads aren't the same as phones. They fall into our side because 1. it's a purchase and 2. It still turns on, so therefore, it still works for what it was intended. XP, still surfs the web, goes to facebook and email. They're good. It's slow and a virus farm, but still turns on.

Only reason they bought a new TV, cause the old one wouldn't turn on. So now, what do you mean it can't run Netflix anymore, still turns on, you're ripping me off!

Tell them their processor fried/died, won't power on; OK, replace it.
Tell them they need to upgrade it; WHAT!, it still has power, still should work.

Why don't we just do what cable companies, Alarm companies, car companies, and phone companies do - "lease" our equipment to customers. they pay an ongoing monthly fee under a contract and the it gets replaced with new equipment at a set interval.
ie $5K retail system = $500 down and $175/Month x 36. Offer buyout at end of term or start over.. Cheaper than cable!

All of this is why no small amount of balls out intergrated home ($200k+) systems don't do it a second time.

I am in touch with quite a few legacy clients from former (now bankrupt) employers. Very few of them have the desire to continue the upgrade path on their existing systems and many who have moved or are building new homes express no desire to have things like lighting, distributed video, house audio and the like. A lot of it has to do with the ROI on something that will be rendered obsolete in 5 years and in many cases lacking a clear, easy, (relatively) inexpensive pathway to upgrade.

Home owner don’t accept that appliances and furnaces die. They bitch and moan about those too. But, the refrigerator doesn’t become obsolete because Viking just up and decides they won’t support it anymore. Maybe in the future as more and more devices connect to the network the ice makers will stop working because Viking doesn’t want to keep writing firmware. But right now that’s not the case

I've been through this too. It was one side of a divorce selling the penthouse with a does everything Crestron system. There were three Kaleidescape servers. It was a pit, I couldn't operate it, multiple units had failed, and it had component video. In the new digs she didn't want anything more complicated than an in-wall lamp dimmer.

I walked a job last year that was one of the more involved Crestron system I have ever seen. Lighting, video distro, camera integration, access control, security, pool. All 2 series/PVID. There were no lighting keypads, everything was run via Crestron touchscreens.

People bought this $7,000,000 "dream house" and quickly found out that pretty much nothing worked. The Pro2 failed shortly after purchase and never having had an automated home before, they were in utter shock when I told them that about 80% of their system would have to be replaced in order for it to function and be up to date and what that would cost.

As far as I know, they still have extension cords and table lamps all over the house, there are satellite boxes wedged behind the tvs and they have to stand out in the driveway with a handheld remote to open the gate.

Also looked at a 10,000+sqft monster with an ancient AMX/Kscape system that was in similar shape. Guy wanted Appletvs at every video location and that was it. Told him even that was going to be a challenge as most of the displays were so old that they didn't even support HDMI. Had a beautiful Runco/McIntosh theater in there too.

That said, there is really no good solution for it. Had another client who had Crestron at his previous house. He didn't want to spend that kind of money again and as a result his current house is a massive hodge podge of consumer devices (sonos/nest/ring etc). It is awful and buggy.