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Please note that we’ve created a new thread with some clarifications to questions that have come up several times in this thread. Please see here to continue the discussion if you still have any questions. The information contained in this thread is outdated and may no longer be accurate.

 

We have some important news regarding our oldest Sonos devices shared on the Sonos Blog today. The text of that blog post is being included here for your convenience:

 

Starting in May 2020, some of our oldest products will no longer receive software updates or new features. We want to explain why and your options. 

When we first set out almost 20 years ago to invent the technology to easily listen to any song in any room, most of the ways we listen to music today did not exist. In fact, the first Sonos products were introduced before the first iPhone was announced and when Myspace still ruled social media. 

 

In order to invent multi-room music and smart speakers, we combined the worlds of high-fidelity audio and computing. Every Sonos product has a microprocessor, flash memory, and other hardware components typically found in computers and smartphones.  

 

Since launching our first products, technology has advanced at an exponential rate; from streaming services and voice assistants to wireless networking and Bluetooth capabilities.  Through all of this transformation, we have continued delivering new features via software updates. We’re extremely proud of the fact that we build products that last a long time, and that listeners continue to enjoy them. In fact, 92% of the products we’ve ever shipped are still in use today. That is unheard of in the world of consumer electronics. However, we’ve now come to a point where some of the oldest products have been stretched to their technical limits in terms of memory and processing power.  

This coming May, these legacy products—our original Zone Players, Connect, and Connect:Amp (launched in 2006; includes versions sold until 2015), first-generation Play:5 (launched 2009), CR200 (launched 2009), and Bridge (launched 2007)—will no longer receive software updates or new features. 

 Today the Sonos experience relies on an interconnected ecosystem, giving you access to more than 100 streaming services, voice assistants, and control options like Apple AirPlay 2. Without new software updates, access to services and overall functionality of your sound system will eventually be disrupted, particularly as partners evolve their technology. 

To help you through this transition, we’re providing two options:

Option 1: Continue using these legacy products, recognizing that your system will no longer receive software updates and new features.  

Option 2: Trade up to a new Sonos product with a 30% credit for each legacy product you replace.

If you’re not sure if your products are affected, you can check in the System tab in your sonos.com-account

If you choose to participate in the trade up program, your legacy products will be put in Recycle Mode, a state that deletes personally identifiable information and prepares these products for e-recycling. Recycle Mode also protects unsuspecting people from buying legacy products that are approaching the end of their useful life and won’t provide the Sonos experience customers expect today. Recycle Mode will only apply to the legacy products listed above.

 

We ask that you take your legacy products to a nearby certified e-recycling facility. This is the most environmentally friendly way to recycle. That said, if there isn’t a facility in your area, we are happy to pay for you to ship your products back to Sonos for responsible recycling.    

 

Ideally all our products would last forever, but for now we’re limited by the existing technology. Our responsibility here is threefold: build products that last a long time; continually look for ways to make our products more environmentally friendly through materials, packaging, and our supply chain and take responsibility for helping you through the transition once products near the end of their useful life.  

 

We’ve always believed in freedom of choice, whether that means choosing a certain streaming service or way to control your listening experience. We hope the choices provided here—continuing to use these products without new software updates or trading up to our modern products—enable you to make the choice that’s right for you. 

 

We are honored to have a place in your home and want to make sure that we help continue to bring the best experience we can, even when products reach the end of their useful life. 

 

More information.

 

Please let us know if you have any questions.

I tried to call you to give you a piece of my mind but after 56 mins on hold you declined to take my call, probably a wise decision. I’d imagine the guys and girls have probably had enough abuse today.

 

I just got a notice from SONOS that 3 of the 5 components in my SONOS system are now legacy and won’t be supported, and suggests that I buy an updated product.  Right.  

Does SONOS actually believe that I would replace my system with the same company that just told me they are obsoleting basically my entire system?  They are out of their minds.  If VW just sent me a notice that they won’t support my car any more, do you think I would buy a new VW?  I’m not looking for a constantly updating high-tech miracle … and I know this is a stretch these days … but I just want to listen to my music.  

I will absolutely go out of my way to find some other way to listen to music other than the arrogant, constantly updating, constantly glitchy mess that is SONOS.  One customer lost.

In the mail I received Sonos proposes me to replace my old Connect as it will be going ‘out of service’ in May 2020. I can get the Port with a 30% discount. Seems reasonable. Question: if I ‘Trade UP’ my Connect for a Port, will that eliminate the 65,000 barrier?

Can you clarify - I thought the trade up program DID NOT require you to swap one product for its one equivalent but allowed you to take 30% off any other available unit?

 

Correct.  You can recycle a CR100 and buy a pair of Play:5s or a full surround bundle, if you wish.

Why dont you introduce a separate software upgrade for the older units so that we can enjoy the system with Spotify and the likes.

I dont want or need voice comands.  Just use the APP on my phone.

 

That is not a reasonable option given their threat the newer products would eventually quit working w/o regular updates! And why in Hades are you defending them like this is no big deal???

 

 

Not defending anything, simply relating the facts.

 

! I’d say Sonos is about to punish long time customers by remotely making gen 1 speakers obsolete. They’ll probably intend to make the Sonos controller app not compatible with old gen Play speakers. Sonos product development controlled by marketing; ie force the customer into new equipment. Unheard of and  Absolutely unacceptable! Was thinking about purchasing the AMP, but now on hold. Rethinking my options. Sonos should seriously consider rewriting it’s Customer  Relationship management policies.

Go to Amazon, Google and Newegg to post reviews … SONOS cannot delete those.

Chief Product Officer sells 1/3 of shares in Sonos in early January. 
 

https://www.google.com/amp/s/techknowbits.com/2020/01/21/insider-selling-sonos-inc-nasdaqsono-insider-sells-36453-shares-of-stock-updated-updated.html/amp

That surely has to be insider trading and illegal? Wise move tho! They will most likely wish they sold the other 2/3!

In the mail I received Sonos proposes me to replace my old Connect as it will be going ‘out of service’ in May 2020. I can get the Port with a 30% discount. Seems reasonable. Question: if I ‘Trade UP’ my Connect for a Port, will that eliminate the 65,000 barrier?

No. At least not at the time of writing.

Sonos I’m done with you! I’ve spent thousands of pounds buying products around my home and now half of them won’t work in May! 30% reduction is comical. If? Any of my products stop working any time soon I’d rather smash them up outside one of your showroom than buy another. Last straw chaps. We’re the long term clients who made you a success. Adios.

Just venting like everyone else.

Well, I figured this day would happen. I guess it’s on to something else. I have no interest in trading in a Play 5 that I bought just a few years ago for 30% off a new one and my old one is rendered useless thanks to their non eco friendly policy. Plus, I have zero use for any Smart Assistant and all their new speakers have them (yeah, you can turn them off but I imagine someday they will turn on magically in some update). 

Great sound over the years but the software went to crap a few years ago. But it still sucks as we really do love the product and the convenience. 

 

 

 

I guess like a lot of people I have a mixture of old and new Sonos hardware.   Only the items that I want to use at any one time are powered up to save electricity.   I’m perfectly OK with the functionality I currently have and I’m not that bothered if I can’t add the latest bells and whistles.   However Sonos must prevent the scenario where only new hardware happens to be powered up, latest software updates then get installed automatically on the new hardware and this then prevents the older hardware working in the system when it is next powered up.

@Ryan S I have said just this twice already and this is important, so I am at it again!

Chief Product Officer sells 1/3 of shares in Sonos in early January. 
 

https://www.google.com/amp/s/techknowbits.com/2020/01/21/insider-selling-sonos-inc-nasdaqsono-insider-sells-36453-shares-of-stock-updated-updated.html/amp

Ya, a lot more folks will sell now too given this situation and the Google lawsuit...

I was thinking about buying new 5s and maybe a sound bar. 

Not a cat in hell's chance now. 

Imo Probably a good idea to hold off on devices that came out a while ago (gen2 play5 , 5 years old, playbar 2013 I think) at least for now. Maybe it will be less risky as information on this change becomes clearer.

Very disappointed in the announcement from Sonos this morning. Sonos charges a premium for their products. I made a huge personal investment in this technology at the time I deployed this solution in my home with a bridge connect:amp, an amp, and three portable base players. To say all of them are going to be useless over time. To say I want you to make another huge investment to take something that works fine and replace it because Sonos didn’t plan properly originally with headroom or they program inefficiently so the need more memory is not acceptable. I will use this as long as it lasts and pursue less proprietary alternatives going forward. It’s unfortunate that Sonos took a I hold you hostage approach to keep their company funded. 

Big mistake. HUGE!

Very unhappy with this annoucement too. Some of the items I own, which have to be upgraded, are only 5 to 6 years old and are in perfect condition. I have had Cabasse speakers in the past which have lasted more than 20 years. Sonos should commit to support devices for at least 10 years after they are removed from shops. I will certainly rethink my Sonos System in the future, possibly with more amps and wired speakers.

I spent $2,400 on a Sonos system in 2015 including 3 top of the line Play 5 (Gen 1)s, a Sub, a Play 1 and Play 3.  The Gen 2 was introduced later that year.  5 years later your telling me half my system worth originally $1,500 is obsolete.  Oh and you discontinued the Play 3 (your oldest product I believe) in 2018 but it is still supported?  Why would I ever trust in another Sonos product when they de-support a customer after 5 years.  Why spend that kind of money with a company that has such disregard for their customer investment and builds products that are so quickly obsolete with no clear vision of when future changes will render them useless?

 

There should 10000% be a legacy mode to utilize the quality sound equipment with limited features, perhaps separate from the new stuff. 

There is.  The features being limited to those it had when you bought the products plus those added up to May 2020.

Not that the legacy option is one I would recommend.

In the mail I received Sonos proposes me to replace my old Connect as it will be going ‘out of service’ in May 2020. I can get the Port with a 30% discount. Seems reasonable. Question: if I ‘Trade UP’ my Connect for a Port, will that eliminate the 65,000 barrier?

No. At least not at the time of writing.

Can I get a confirmation from a Sonos employee, please?

This is an outrage! What a disgrace the executive leadership of this company must be to screw a loyal customer base this way! I have invested over $10,000 in your products due to my appreciation for their quality - knowing they were built to last. Now your money grab attempt will make my investment worthless. I have been the biggest proponent in my social network of your products - pushing SONOS on dozens of people over the years - I WILL NEVER BUY ANOTHER SONOS PRODUCT AGAIN!

That is not a reasonable option given their threat the newer products would eventually quit working w/o regular updates! And why in Hades are you defending them like this is no big deal???

 

 

Not defending anything, simply relating the facts.

 

Why don’t you let Sonos relate the “facts” and show some outrage too, or is this all fine with you?

This is all about ‘churn the base’, that is push customers to renew hardware to generate revenue.  I seriously question the memory compute limit story put forward.  

If I add just one newer unit to my network, that has the capability to run current software complete.  All the other nodes need to do is play a stream.  Hell, what about distributing compute across the devices? They are already in a mesh network of their own.

I do not doubt there’s a support overhead in maintaining compatibility with older units, but that should be a testing overhead.  However we’re talking a handful of devices, not tens or hundreds.  So that’s not going to wash either.

For my network, the ‘upgrade’ bill after discount would be $2,725.  For what exactly?  In terms of utility, what do I get for that?  Today, nothing at all.  Tomorrow? Maybe some new service.  It would have to be a hell of compelling service to worth almost three grand!  

Here’s the thing, I bought a lot of my Sonos way before Spotify etc. was a thing.  I bought it because it did what I wanted back then. It still does what I want.  I am totally OK with being frozen in time, BUT…

How can I be assured a future iOS app update won’t brick my older units, or since all units remain on ‘old’ firmware, the entire system?  Given the hardware controllers are no longer a thing, how Sonos, how?

Perhaps it’s time for some to reverse engineer the controller app, make that available in the community, and then we can use our firewalls to block our Sonos gear from Sonos.

I just dumped my online shopping basket, I was about to buy more Sonos equipment. Not any more.

You are absolutely right! I’d say Sonos is about to punish long time customers by remotely making gen 1 speakers obsolete. They’ll probably intend to make the Sonos controller app not compatible with old gen Play speakers. Sonos product development controlled by marketing; ie force the customer into new equipment. Unheard of and  Absolutely unacceptable! Was thinking about purchasing the AMP, but now on hold. Rethinking my options. Sonos should seriously consider rewriting it’s Customer  Relationship management policies.

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