Contributor I

End of Software Update Program

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I have spent over $1500 for my Sonos system which is less than 3 years old and now I’m told that my Sonos Bridge and Play: 5 speaker needs to be replaced before May or they will lose their functionality. All that Sonos is offering is a 30% discount on a new speaker, but I paid over $600 for these two products. I think this is poor marketing and strategic planning on Sonos part. If I had known your products functionality would cease after 3 years, I would never have purchased your product. Am I expected to upgrade various products of my system every 3 years? Your products are not inexpensive, so the average user must save in order to purchase your product. You are about to lose a valuable customer.

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bockersjv

Local Superstar

🤣🤣🤣

Wow, that escalated slowly. In my view Johnas it’s you doing the harassing when confronted with reason.

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Johnas

Enthusiast II

🤣🤣🤣

Wow, that escalated slowly. In my view Johnas it’s you doing the harassing when confronted with reason.

I don't agree but thanks for your opinion.

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eginoc

Lyricist I

The only way SONOS will save face and the customer base is to trade up for FREE or retrofit existing products. I know I will not be subject to this in the future. I was planning to buy some of the new products but this stopped me dead in my tracks.

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ukstewie

Lyricist III

Looks like it is time to abandon Sonos as a platform.

After spending over £3000 on Sonos equipment 5 years ago, a Playbar, a Play Sub, two Play 5s, and 5 Play 1s plus stands and brackets. I don’t want to spend any more money on a company that treats its customers so badly.

Maybe naively I didn't consider a £3000 plus investment in hi-fi equipment was a short term disposable purchase.

For a long time I have been an ardent promoter of the Sonos product but no more. A company that treats its customers this way does not deserve any customers.

Happily there is now a much better choice of multi room speaker system's that offer a similar quality experience, with greater flexibility (bluetooth as well as wi-fi , better surround sound support for example).

Shame on you Sonos!! Shame on you!!

:( :(

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ukstewie

Lyricist III

Sonos is holding updates to modern devices hostage until you replace all legacy hardware or disintegrate your system.

I disagree with your hyperbole. You agreed to a software license, which is stated as subject to change. Under that agreement, Sonos provides new features given certain conditions. Those conditions have changed. Sonos stole nothing from you, nor have they broken a law. They simply changed the conditions of their EULA, as is their right.

Welcome to modern luxury electronics.

The issue is not that the current or 'legacy' speakers as Sonos call them won't benefit from new features it is they won't even be able to connect to the current services. Sonos may have back tracked slightly on how they will or will not support these products going forward, but knowing they would like to stop support if they could get away with it doesn't make me feel like continue to purchase Sonos speakers.

You may have a point that this is the way of modern subscription based systems and something g should be done to protect consumers I the future.

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qx75

Contributor I

@dboyd294, sorry to hear you only had that long out of those units. Both the Bridge and the Play:5 gen1 were designed over a decade ago and we stopped selling them over 5 years ago. Our official commitment is to support products with software updates for a minimum of five years after we stop selling them, and we have a track record of supporting for longer.

All of the affected products were introduced over a decade ago, and simply don’t have the processing power to sustain continued software updates. We created the Trade Up program so that our long-term customers can take advantage of our newer product offerings, should they choose to do so. But you can also choose not to update and your system will continue functioning as it does today without any updates. Your Sonos system will work as it does currently, though over time some functionality of features and services will be impacted.

What you said is false. I just bought a brand new bridge (from online marketplace) but it is just impossible to update the firmware whatsoever to be usable to my sonos system. So this product is plain garbage, with no software update possible.

I don’t understand why it’s impossible but I know that it’s not rocket science and sonos chooses not to make it possible.

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106rallye

If the Bridge you bought has never been used it may be that the software is so far behind Sonos needs to build a special update pack for it. I have seen this being mentioned for older Connects. If Sonos would do this for a Bridge - that is so old they actively warn you to replace it by a Boost or wire one of your speakers, I do not know. You could give them a call…..

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Chris

Lead Maestro

I would call Sonos regarding the Bridge- may be new to you but its firmware if has been in a box for years may be to behind the current to update. Calling sonos they can normally push a firmware update to devices with such old firmware.

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Respect the Queue (2)Move (3)Beam (1) Era100 (2)ARC (1)SonosOne (1)Playbar (4)Play5 (4)Play1 (3)Play3 (1)Port (2)Connect (1) Roam (2) Ace (1)Connect:Amp (4)Sonos Amp (1)Sub + (9) Echo + Smartthings; (2)Play)

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sonosg

Enthusiast I

oops, wrong post, sorry...

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John B

@dboyd294, sorry to hear you only had that long out of those units. Both the Bridge and the Play:5 gen1 were designed over a decade ago and we stopped selling them over 5 years ago. Our official commitment is to support products with software updates for a minimum of five years after we stop selling them, and we have a track record of supporting for longer.

All of the affected products were introduced over a decade ago, and simply don’t have the processing power to sustain continued software updates. We created the Trade Up program so that our long-term customers can take advantage of our newer product offerings, should they choose to do so. But you can also choose not to update and your system will continue functioning as it does today without any updates. Your Sonos system will work as it does currently, though over time some functionality of features and services will be impacted.

What you said is false. I just bought a brand new bridge (from online marketplace) but it is just impossible to update the firmware whatsoever to be usable to my sonos system. So this product is plain garbage, with no software update possible.

I don’t understand why it’s impossible but I know that it’s not rocket science and sonos chooses not to make it possible.

No, what @Ryan S said was completely correct. You have bought a piece of equipment that Sonos stopped manufacturing, retailing and supplying to authorised dealers five years ago. If you bought it from an online marketplace then you bought an ancient piece of kit from an unauthorised source. If you have a cause to complain it is with the company that sold you the Bridge.

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