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GodfreyJohn53
Contributor I
Jan 22, 2020 4:28 PM UTC
Answered

My Connect now a legacy product

I have received an email from you, which includes the serial number of my unit, which informs me that my Connect is now a legacy product. 

I an utterly amazed and disappointed to receive this message as I only bought this unit last September. I find this totally unacceptable for a unit I have owned for only 4 months. Please can you therefore answer the following questions:-

 

  1. Should I demand my money back from the shop I bought it from or from you?
  2. I also bought a Playbase and associated base unit. How long before these become legacy products?
  3. How can I have any faith in Sonos after finding the expected future life of my unit is so short?

 

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    Stanley_4
    Stanley_4Answer
    Grand Maestro
    Jan 22, 2020 8:26 PM UTC

    The e-mail is just to let you know what is happening, you can check your Sonos hardware status here:

    https://www.sonos.com/myaccount/system/households/devices/

     

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    Ryan S
    Ryan S
    Retired Sonos Staff
    Jan 22, 2020 9:13 PM UTC

    The 4 digits before the serial are the year and month, so that looks like June 2019.  So not a legacy.  I’d contact support via phone or PM a support person (Ryan S), (Edward R), or (Jeff S) here.  

    Sounds like that unit shouldn’t be legacy, there may be a weird bug affecting the system somewhere. I’d recommend contacting the support team directly over the phone as jgatie suggested. 

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      jgatie
      jgatie
      Jan 22, 2020 9:15 PM UTC

      A shot in the dark here, check the serial numbers on the Sonos page against the speaker’s data plate, could there be a typo?

       

      Good idea Stanley.  

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      Xoem
      Lyricist II
      Jan 22, 2020 9:41 PM UTC

      Thanks for the support all, I will take it up with Sonos directly. Serial number on label and on products page match.

       
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      Manuj
      Lyricist II
      Jan 23, 2020 1:17 PM UTC

      I also got the same “legacy product” email yesterday.

      Funny story for me… I just sent back my Sonos Connect last week on warranty (was disconnecting, bought december 2018), got the new one this morning shipped from Sonos directly. 

      And guess which one is about to become a legacy product… the new one from Sonos. Nice job.

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      jgatie
      jgatie
      Jan 23, 2020 2:45 PM UTC

      I also got the same “legacy product” email yesterday.

      Funny story for me… I just sent back my Sonos Connect last week on warranty (was disconnecting, bought december 2018), got the new one this morning shipped from Sonos directly. 

      And guess which one is about to become a legacy product… the new one from Sonos. Nice job.

       

      I would double check the date of manufacture, there seems to be some incorrect designation of legacy products going on.  On the bottom label, the 4 digits in front of the serial number are the year and month of manufacture.  If the year is after 16 (ex. 16XXC), then you have a modern device.  If so, I would contact Sonos support. 

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      Manuj
      Lyricist II
      Jan 23, 2020 4:03 PM UTC

      Feedback from support, my "new" Connect is effectively wrongly reported as legacy in the online checking system. Should be corrected since it is said to have been produced in 2019.

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        Xoem
        Lyricist II
        Jan 23, 2020 9:36 PM UTC

        Did not get a reply from Sonos yet, but see that my Connect is now also marked as ‘modern product’, so it seems fixed.

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          Manuj
          Lyricist II
          Jan 24, 2020 1:18 PM UTC

          Not mine yet.

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          Stanley_4
          Stanley_4
          Grand Maestro
          Jan 24, 2020 8:38 PM UTC

          I’d give Sonos until Monday to get it sorted than contact support directly as Ryan S suggested.

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          Ryan S
          Ryan S
          Retired Sonos Staff
          Jan 24, 2020 8:48 PM UTC

          @Manuj, I just checked and both of the Connects you had (the old and the replacement one) look like they were manufactured after the hardware change, so they should both be modern devices.

          I’d give Sonos until Monday to get it sorted than contact support directly as Ryan S suggested.

          Sounds like a good plan, as far as I can tell without a diagnostic it should be fine. Also, the bug that I know of with the false flag should be resolved as well, but yes, maybe it needs a day or two.

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