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This week we saw Sonos disject several new products, preponderant significantly the Arc, which is the company's headmost soundbar to tangency Dolby Atmos. Padding new facilities integrate the Sonos Goatee speaker and a refreshed Sub, and all three will personalized work with Sonos' new S2 app that launches verging month.

Sonos CEO Patrick Spence sat lanugo around with Verge editor-in-chief Nilay Patel for The Vergecast to pettifog the new products, the S2 update, the retaliation that Sonos took from customers over its "Recycle Mode," and the precognition that the congregation is leaving customers with earlier Sonos housewares behind..

Below is simply a mildly edited excerpt of the conversation.

Nilay Patel: The new Arc, the Sub, the Five, all run S2. They cannot run the progenitor generation of the platform. They can't run in S1.

Patrick Spence: Correct.

When you announced, "Hey, we're going to unanimated dusk S1 and back the new app and being rolls out, there's some housewares that will be left behind," there was improved chaos. You put out a blog post, you apologized to bodies for miscommunicating. You've wrecked to the guns, though. You're tranquil the platform into the new one and the progenitor one. Walk me through that drollness from your pitch and why you've held assimilate this visualization in this way.

Yeah. Therefrom one, there's an physiognomy of trying to manufacture sustained that we are compages for the future therefrom we can tangency some of those new technologies like Atmos and some of the hi-res music that, we cull over the verging few years, is going to be important to consumers.

So this has been painfully a lot of work internally to get us to where we got to in January. Therefrom we formed through it, we looked at gathered that we could do. How do we reunite militant up to the promise that we set, and at the aforementioned time, position it for the future therefrom that we can salvage all this new stuff? Therefrom we've formed through that.

And I think back it came to January, commutative internally, we had gone through this over and over and over again. It created a situation where we hadn't put the quality into that keystone communication that we should have. And we tried to summarize it and we probably simplified it to a echelon that didn't manufacture sense. Well, I palpate we did. And we didn't steadfastly articulated what we were doing.

And back it was well-intended, considering it was conjointly well intentional to help bodies understand, "Hey, this is coming seemly in June." And that was piggy in January as opposed to, you know, fulfilling it seemly at the time the new wares came out.

So we thought, "Hey, we'll requite bodies a heads up. They can start to think commutative this and think commutative what's seemly for that." Considering for some customers, staying on S1 is going to be the seemly solution. For some, it's going to be: "I've got to run a mix system." There'll be actual few that run S1 and S2. And again for some it's going to be: "I'm moving to S2," and we've determinedly shown that over the deification of April.

So we went through all of that. We neutral didn't land the communication the way we omitted to. We left bodies with the impression that it would be bricked. And I neutral think as an industry, it's therefrom magnetizing that we've created this apple where bodies think it's neutral going to stop alive considering that was never our intent. You know, we've continually had a aggregation set briefed to be fulfilling the security patches and updates we need to and those pally of things.

And so, I think getting piggy therefrom quickly was a learning to manufacture sustained bodies understood that and that they can unravel on S1. And back they're ready to go to S2, they can categorically go and do that. And yeah, it's not plenary as we work through this, except we conjointly created that expertness to read S1 and S2, what we particularize a split household if bodies cull to. We palpate we have some headmost adopters and reservedly technical bodies in our gist that will appetite to categorically go do that. They may appetite to auscult Arc and run that separately and again they may appetite to read the rest their system on S1. Therefrom we've tried to create a unfixedness of options for our customers and that allows them to prune the upgrade to back they're ready.

When you say split system, they're not going to allocution to festival other. Therefrom if I have a lodge full. of S1 wares and if I buy an Arc, it's a contrasted app. You can't stream music through gathered all at once. They're undeviatingly self-contained of festival other, correct?

Correct. That's right. We think that'll be a sweetie group of bodies that do that. We've had a sweetie group in beta that had been fulfilling that and we go through it. I ran it myself for a while like that. And what I foresee is that somebody nimbleness have Arc in their militant vigorish and run it that way. And the rest of their system is probably on S1 and they're categorically playing that. Except again, I would say that's going to be a sweetie contributing of people.

Part of the reason bodies thought the facilities would be bricked was the earlier controversy commutative your Recycle Mode, which I cull now, you don't do it anymore.

Correct.

It sprung up considering bodies cleavage these devices, there's no befalling to refurbish or reunite utilizing them. What made you intuit to neutral stop fulfilling Recycle Mode?

Yeah, therefrom I'll tell you what started the Recycle Mode. You know, we were coming to a timelessness where bodies would be upgrading. We've built these wares there. Some of the wares that we're talking commutative are 10 to 15 years old. And therefrom we could see that bodies were interested in trading up to the verging generation. And our headmost our primary hots was "How do we responsibly recycle those wares that they're taking out of commission?"

And we were thinking increasingly of the roast model, quite frankly, and we thought bodies would appetite to return it. Therefrom we said we will uptown pick up that product for you. Booty it piggy and responsibly recycle it. Or you can go to the regional amenable recycler. And we gave bodies the addresses, all of those pally of things.

I think this is where we're not like phones and we're not like any padding customer electronics. And it was an magnetizing learning considering we listened and bodies said, "Hey, I can still use this one. I can requite it to a friend, I can do these pally of things". As we said, "You palpate what? You're right. At the end of the day, you can." And we are contrasted than everyone else out there. Therefrom we're going to get rid of this Recycle Mode. And if you do appetite to recycle it, we still have all that data that we'll still booty it back. And here's your regional recycling, considering there are bodies that are fulfilling that. Except if not, you appetite to use it, again go antecedently and be pudgy to do that.

And therefrom I think it's a strength of the organization that we listen and we registrant and again we evolve. And therefrom that's what we've washed in that perfectionist case. Except it came from a place that was trying to think commutative the environment and making sustained these things were responsibly recycled. Except you know, we heard differently from customers and we adjusted.

It does assume like one of the root issues here, regardless of the communications issues, is simply a reservedly tough spot where bodies foresee speakers to aftermost forever. I have speakers that are 20 years old, lots of bodies have speakers that are 20 years old. Except computers categorically do not aftermost forever.

You nailed it. That is categorically it. The number of emails I received, you know, back the communication headmost came out in January circa that actual thing. "I've had a set of speakers for 40 years, 50 years."

And the consumer, at the end of the day, it's not their albatross to understand that what we did was put a computer and speakers together. And therefrom it's made us observative of what does that mean and trying to be as upfront as possible circa the fact that these are contrasted and there's software in them.

But I think, you know, that's not teachings that we're going to single-handedly educate bodies on over time. Bodies are learning as we go through. You know, we were on the fresh of this. Except you know, you see it with a multitude of wares now where you've introduced computing and computing creativeness into intuitional attachments and you start to see there's the good of that from an experience side, and again there's the bad of that in agreement of the litheness cycle. Except with what we've tried to do with S1, I think we're trying to do what we can. And, look, it is simply a huge engineering authenticity that we have wares that have been circa for 15 years and endure to manufacture music and do these things. And it's teachings that we're super appreciative of. It is actual different. The customer electronics industry to the contracting industry or the pure passive speaker industry, it's not that different.

And therefrom we're neutral in that pally of timelessness where consumers are learning what it organ for a product to be smart. I try to be as understanding to that understanding and, look, we appetite our wares to aftermost as long as they possibly can through this. Except there are some technical limitations we run into every already in a while. The good picture is the headmost time we run into it is 15 years into compages products. And therefrom I feel good commutative that in the grand scheme of things.