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 The information contained in this thread is outdated and may no longer be accurate.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

Contributor I

I bought my system only 6 years ago, I chose Sonos based on it’s reputation for quality and service. This is the second occasion that I have cause to regret that choice; I can no longer use the app on my iPad mini and now I won’t get updates to the software. A system for which I paid a lot of money is now obsolete after only a few years, this can only be a very cynical attempt to get me to buy new kit. Why on earth would I buy from you again when I am looking at such a short period of use. You could very easily continue to supply software updates, the only reason not to do so is cost i.e. a gross reduction in service, along with an attempt to push, formally, loyal customers into buying new equipment. If you want to keep your customers then you need to rethink this approach urgently.

Martin

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Tony in Kent

Contributor II

Dear Sonos,

Why would I spend £1000 replacing half my system (that works perfectly well) with newer models, only to find that the other half of my system soon becomes obsolete and will then need to be ‘upgraded’ as well. I have enjoyed the Sonos experience, but when those of us that helped to establish Sonos’s market position by buying their early products are treated like cash-cows then enough is enough. Where is your loyalty to your long term customers? It may be too late to repair all the damage you have done to your brand, but you should still re-think this stupid policy.

M

Morgan76

Lyricist I

Just want to express my displeasure with the rest of you!

I own 6 units that are soon obsolete. This is the wrong decision that contributes to climate change.

I don't want to have to throw away fully functioning things.

I thought Sonos was built to last.

Shame on you!

T

toastedbass

Lyricist III

I thought Sonos was built to last.

Shame on you!

It seems it was built to last too well, hence the update policy change. :grinning:

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Ralph Bolton

Contributor I

Like many, I’m not happy about this either.

Being told “you need to upgrade one bit of your system, and we’re going to hold the rest of your system hostage until you do” isn’t really a very “customer friendly” message to deliver.

I have an Amp that’s going EOL (which runs some ceiling speakers in the kitchen). I’m left wondering if I should:

dump Sonos entirely there and use something else
This feels like the right thing to do, if I’m honest. I don’t want to reward this contemptible behaviour with more sales. However, it’ll break the multi-room aspect, and it’ll mean using one app for the kitchen and another for everything else (or else change absolutely everything, which seems like a bit of overkill, although I’d get to sell off the old Sonos while it still has some resale value).
Downgrade on the Sonos and upgrade elsewhere
Here I’m thinking buy a Port instead of an Amp. The Port is about £200 cheaper (list), and comes in £140 cheaper than an Amp on trade-in. This leaves a bit of budget to buy a nice amp that the Port can plug into. I’ll end up spending more in total this way, but it means Sonos doesn’t get as much of my money, the sound in the kitchen will probably improve and I keep all the compatibility
Just suck at the corporate teat and upgrade
This option costs £420 (after trade-in), on top of the £400 the original device cost 5 years ago. The new device is better than the old - it’s really what the old one always should have been, although it’s now 50% more expensive at list price. This is honestly the least attractive option - it’s a lot of money, and puts me further at risk of more Sonos messing about in the future.

So my opinions aside, what would you have me do here, Sonos? I mean really, what would you do?

P

Paul000000

Lyricist III

https://www.cnbc.com/video/2019/11/21/sonos-ceo-patrick-spence-on-earnings-and-growth.html

Patrick Spences says…..

1:38….”37% of Sonos sales comes from existing customers adding on to their systems”.

1:53….”Unlike anybody else in the industry. People don’t replace our products, they actually add onto them year after year after year…..”.

“We know when we are in somebodies home. They are going to come back and buy more”.

J

joelovero

Lyricist II

At this point, I have a house full of Play 1's, Play 3's as rears to a Playbase, a ZP90 that takes care of my living room/outdoor speakers and a Gen 2 play 5 that all look like they'll be on the chopping block next. The only stuff I think is okay for a bit are the several Ones & the Beam I own.

I can't invest any new money into the system. Not at this ridiculous 30% off upgrade. I just started buying Sonos products in 2017. The percentage should be 30% of the retail cost of the unit if you're upgrading something. I would consider that to future proof, but 30% off of retail is just insulting.

Told my wife last night about the 30% off option and she said, “we’re done with Sonos”.

Sonos doesn't realize they just killed the brand yesterday. 2 days ago I would be telling everyone I know to get this product. I showed it off every time people came to our house. Today? I'm warning them to steer clear of it and looking to sell an entire house worth of speakers. I'd rather recoup what I can while I can than invest in a company that thinks 30% off is some kind of incentive.

And for the record, I bought my ZP90 in 2017 but it was manufactured during the Legacy period. I didn't realize I should be looking at manufacture dates on these products as I bought them. I got 2 years out of it. Shame on you, Sonos.

W

Witthaus

Trending Lyricist I

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….

This is exactly what I did. Since Christmas I have bought two Sonos Ones, two Play 5s and two Beams from Costco. I figured I could keep using my older units now that I’ve spent a couple a grand “upgrading” as Sonos told us we SHOULD do. That seems like an outright lie from Sonos now. Just so you know Sonos, the six new units are going back to Costco.
The sad part of all this is my new house came with a new Legrand sound system installed. I unhooked all the Legrand stuff and upgraded my Sonos system. Well, back to Legrand and out with Sonos. You suck you bunch of dirty thieves!

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User315058

Lyricist II

To say I am upset to be told my bridge and two Play 5s will no longer be supported is an understatement. I was unaware this would happen when I purchased these items. I use Sonos every day. I also have three Play3s and a Play1. I have been a good customer, spending hundreds of dollars to have a system I love and to support you. But I must say, one significant downside to the system is I can only play supported services because of a lack of Bluetooth connectivity. Once my Sonos system is rendered inoperative by your changes, I will be shifting to a system that does support Bluetooth. Why should I purchase new equipment, even with a 30% discount, when this will happen again in a few years. Seriously disappointed.

Randall Wheeler

Versailles, Kentucky

R

ronald.broer021

Lyricist II

https://www.cnbc.com/video/2019/11/21/sonos-ceo-patrick-spence-on-earnings-and-growth.html

Patrick Spences says…..

1:38….”37% of Sonos sales comes from existing customers adding on to their systems”.

1:53….”Unlike anybody else in the industry. People don’t replace our products, they actually add onto them year after year after year…..”.

“We know when we are in somebodies home. They are going to come back and buy more”.

Private equity KKR is hungry

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