Sonos首席执行官帕特里克·斯彭斯（Patrick Spence）刚刚在公司网站上发表声明，试图澄清本周早些时候发布的一项公告：周二，Sonos宣布将在5月份停止向最老的产品提供软件更新和新功能。该公司表示，这些设备应该在短期内继续正常工作，但这还不足以防止长期客户的喧嚣，许多人对他们认为是计划中的过时产品进行了抨击。这种挫折感正是斯彭斯今天所回应的。“我们听到了”，这是斯彭斯写给顾客的信的开头。“我们从一开始就没有做到这一点。”

斯彭斯为任何混乱道歉，并重申，所谓的传统产品将“继续工作，因为他们今天。”传统产品包括原来的索诺播放：5、区域玩家和连接/连接：Amp设备2011年至2015年间**。

“你们中的许多人在Sonos系统上投入了大量资金，我们打算尽可能长时间地兑现这项投资。”同样，Spence承诺Sonos将“尽可能长时间地”为遗留产品提供漏洞修复和安全补丁，而不需要任何严格的时间表。最有趣的是，他说：“如果我们遇到了一些无法解决的核心问题，我们将努力提供一个替代解决方案，并让您知道您在体验中看到的任何变化。”

索诺斯首席执行官的这封信并没有收回公司本周早些时候宣布的任何消息；斯彭斯只是想尽可能清楚5月份发生的事情。索诺斯坚持认为，这些产品，其中一些是十年前，已经采取了他们的技术极限。

斯彭斯再次证实，Sonos正在计划一种方式，让客户可以用更现代的扬声器，从他们的Sonos主系统中分离出任何遗留设备。（Sonos设计了系统架构，使所有设备共享相同的软件。一旦一个产品不再符合更新条件，整个安装程序将停止接收更新。此解决方法旨在避免该问题。）

“我希望你能原谅我们的失误，让我们重新赢得你的信任，”斯彭斯总结道。“没有你，索诺斯将不复存在，我们将比以往任何时候都更加努力地为你赢得每一天的忠诚。”他的整个声明如下：

We heard you. We did not get this right from the start. My apologies for that and I wanted to personally assure you of the path forward:

First, rest assured that come May, when we end new software updates for our legacy products, they will continue to work as they do today. We are not bricking them, we are not forcing them into obsolescence, and we are not taking anything away. Many of you have invested heavily in your Sonos systems, and we intend to honor that investment for as long as possible. While legacy Sonos products won’t get new software features, we pledge to keep them updated with bug fixes and security patches for as long as possible. 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.

Secondly, we heard you on the issue of legacy products and modern products not being able to coexist in your home. We are working on a way to split your system so that modern products work together and get the latest features, while legacy products work together and remain in their current state. We’re finalizing details on this plan and will share more in the coming weeks.

While we have a lot of great products and features in the pipeline, we want our customers to upgrade to our latest and greatest products when they’re excited by what the new products offer, not because they feel forced to do so. That’s the intent of the trade up program we launched for our loyal customers.

Thank you for being a Sonos customer. Thank you for taking the time to give us your feedback. I hope that you’ll forgive our misstep, and let us earn back your trust. Without you, Sonos wouldn’t exist and we’ll work harder than ever to earn your loyalty every single day.

If you have any further questi*** please don’t hesitate to contact us.