Retired Sonos Staff

End of Software Updates for Legacy Products

Related content:Software

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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 The information contained in this thread is outdated and may no longer be accurate.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.

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P

Peanuteche

Lyricist I

I was an early adopter...suffered through enumerable software / usability upgrades...was part of a beta testing team (for free / no compensation)...have sonos in every room of the house...added a 5 3 years ago...now I get to spend another $500 or have the whole system be rendered useless…

Never even bothered looking around previously...just added more products…

Interesting marketing plan...’hey lets get our loyal customers to shop around…’

bose next...amazon...google...thoughts?

sad day...

T

toastedbass

Lyricist III

Is it time to cut my losses?

Sonos new policy is a commitment to updates for fives years after THEY stop selling a product themselves. You have to decide whether that five years is enough to keep you investing in new hardware you may have to replace again in five years, rinse and repeat for as long as you stay in the ecosystem.

G

gcodola

Lyricist I

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

After spending over $3000 on Sonos equipment over the years, including (at their request) spending $75 on a Boost as recently as December 2019, Sonos tells me that they will no longer support my system.

I don’t want to spend any more money on a company that treats its customers so badly.

Whole heartedly agree, to offer only 30% is a slap in the face to loyal customers. I guess it’s a message to look elsewhere.

I feel the same way! I had made, what I thought, was a one time investment into the product only to be told that this is not the case. Now it turns out that my system will no longer be supported primarily due to technology that I particularly do not want! (voice activated Alexa etc.) What I thought I was investing in was the speaker sound not a tech company that was telling me what technology iI need to listen to my speakers! I guess I too will look to another company to fulfill my wireless needs!

S

sjmleicester

Lyricist III

Another article in the London Evening Standard

Outrage as Sonos prepares to end support for older products

https://www.standard.co.uk/tech/sonos-legacy-products-updates-support-a4340946.html#

Feel free to comment and spread the word

J

JimPhaup

Lyricist I

My first reaction was - “Guess I will have to pony up.”

After just some cursory investigation, there seem to be some viable alternatives to my Sonos system. I’ll be studying them deeply in the coming days.

As others who have posted regarding this tech blackmail, I was an early adopter of Sonos and have expanded my capabilities with great pleasure - especially since Sonos got their act together on tech support and releasing relatively bug-free updates.

I, too, fear the inevitable message from my iMac indicating that my Sonos system is no longer compatible with my computer and/or network.

Plateauing sales growth is not a viable excuse for obsoleting hardware in hopes of increasing said revenue. Remaining a leader and capturing new users is an enduring strategy.

Sadly, not so with my former friends at Sonos.

G

gcodola

Lyricist I

I feel the same way! I had made, what I thought, was a one time investment into the product only to be told that this is not the case. Now it turns out that my system will no longer be supported primarily due to technology that I particularly do not want! (voice activated Alexa etc.) What I thought I was investing in was the speaker sound not a tech company that was telling me what technology iI need to listen to my speakers! I guess I too will look to another company to fulfill my wireless needs!

R

ronald.broer021

Lyricist II

Sonos you are abandoning your early adopters, extremely bad customer centricity, absurd is a better word.

Forced by KKR?

I am sure there is over 70% margin between you and your distributors. If you are so proud of your brand, reputation and achievements, increase the trade in discount to at least 50% and i will consider to remain your customer.

Y

Yarmo

Contributor I

Sonos' extraordinary plan to remove support from loyal early customers is appalling and appallingly carried out. I have 5 Sonos products, 2 of which require a so-called "upgrade". I have recommended Sonos to family, friends, and businesses. No more. It's especially galling to be told that once you press the "recycle" button there is no way to stop the process -- and this is before you have told me how much it would cost! Are you trying to go out of business? I will be moving to a new system after 8 years of being an outspoken advocate.
I hope this note can be read by the head of the company.

I just posted this to Amazon and Best Buy as a “buyer beware” notice

Quintus

Trending Lyricist II

Even if you stop the updates to the system, you start losing functionality in settings. I, too, tried to stop the updates for awhile but then had to update to access my music library when I changed my NAS or when I wanted to add a new speaker to the system. Some settings are get grayed out as you fail to update the system. Eventually, you have to update and then you’re screwed. This is terrible customer service. It is one thing for Sonos not to update our legacy products, it is a whole other thing to force us to ditch them if we want the system to keep working. Wow…..so disappointed in a company that I have supported and raved about for nearly 10 years now. I still remember setting up my first Sonos system with a couple of Connect: Amps. Since then, I have added some 15 units and equipped both my home and cottage. What a slap in the face!

A few months ago, we lost the ability to play music from our iPhones in the Sonos app. Sonos blamed Apple for this move. To maintain this functionality, I was told to purchase two new Sonos speakers with AirPlay2 capability which would feed the entire system. I thought it was a worthwhile investment to keep my two systems going and to preserve this functionality. I did not mind the upgrade although it cost me some money and irritation (the old way was much simpler). 5 months later, and now I’m being told that a huge chunk of my system needs to be ditched and upgraded. Hmmmmm…….I believed Sonos then when they blamed Apple for the loss of functionality in being unable to play my music directly from the Sonos app. Now…...I’m not so sure. Kind of feel like a sucker…..

Fool me once, shame on you, fool me twice, shame on me. Seriously, Sonos, you think I’m going to invest a few thousand dollars to upgrade my system today just to be told that I have to keep upgrading year after year to keep the system going? Starting to sound like an ultra expensive subscription service. Just keep paying for the upgrade cycle or everything you’ve invested in will be lost.

For those who compare this to Apple ceasing to support legacy iPhones, you are comparing apples to oranges. Here is the true analogy. You have a wifi system at home. You and your kids all have iPhones and iPads. Apple then releases a public notice that some legacy iPhones or iPads will no longer get updates. Ok, you can live with that. Now consider that Apple tells you that if any of these legacy iPhones or iPads are logged into your wifi network then EVERYTHING will stop getting updates until you ditch those legacy units, even though they are still working fine on your network. Therein lies the rub. Surely, Sonos can find a way to isolate those units without bricking the whole system. In this manner, customers will, eventually, and at their own pace, begin to upgrade to newer units which offer better performance and more options. What Sonos has done here is simply unacceptable and must be reversed before all goodwill is lost.

B

breck

Lyricist II

This is RIDICULOUS. I’m so frustrated, I don’t know even where to start. I want to scream from every chat room, “DON’T BUY SONOS!!!”.

This is a huge strike two. First, the shift to subscription-only streaming, cutting down the freedom and choice of how I use my Sonos system. And now this…

30% is a slap in the face. Try an 80% credit. Paying even 20% for new hardware to replace components purchased 6-7 years ago; to do exactly the same thing as it’s doing today. This is a CRIME!

Sonos, you should be ashamed of yourself. Stand behind your product. If you’re hardware cannot support your updated software, you should replace the hardware FOR FREE!

I’m not sure what my next step will be. I just received “the e-mail” this morning. But I tell you, I am not impressed. SHAME ON YOU, Sonos.

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