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 The information contained in this thread is outdated and may no longer be accurate.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

If these were speakers at a much lower price, this might seem acceptable.  As it is, I don’t know why I would spend any more money on Sonos.  Even if I trade up to “modern” versions, how long until they’re obsolete?   It seems like Sonos is saying their business model just doesn’t work.

Time to start testing non-Sonos alternatives.

So i know i have 3 legacy products based upon the e-mail. And i’ve posted before in this thread, but going to my account at the top it says “You have 3 legacy products that do not receive regular software updates and new features as of May 2020.” By regular i take it as it wont get all the updates but will get some update as required to keep current functionality or maybe security updates.... Or at least that would be my understanding based on standard software practices. I think Sonos needs to get very clear what the intention is here and not have mixed messages all over and no more of this “We’ll have more information in May”. We need answers and we need them now not in 4 months.

I will add my voice here. In 2013 (an entire 7 years ago!) I went all in with SONOS after hearing it at a friend’s home. The Bridge, 4 of the Play5 gen1 speakers, a SUB. I ripped over 1000 CDs to my computer and ditched my CD player and the discs. In the meantime I retired, moving to a liveable but fixed income. I have endured the endless system updates. And I have very much enjoyed my music system. Now, you are telling me it will soon become useless ( I have no faith that the components will be able to be used more than a year or two after being declared “legacy”.). This borders on criminal. Nothing less than a big  ***** to all your customers who have built systems with your products. My father had a pair of high end Klipsch speakers he used for FORTY YEARS!!!  And you have the temerity to suggest that products being sold 5 short years ago should, as a matter of course in this modern era,  become obsolete, and  the 30% discount on all new stuff is a good deal. I am in no position to go out and drop that kind of money on a new music system, especially when the one I have IS IN PERFECT WORKING ORDER! Never again will I purchase a SONOS product. You people are terrible

@dpeaslee If you’re mostly just using your CDs off of a network attached drive or a computer, you can leave your system as a legacy system and won’t notice any difference. The eventual software changes that might come in the future are unlikely to affect your use of the system. The line-in connections on your Play:5s will also work without any issues.

This "NEW connect " you purchased.... This will be UNEFFECTED by this new email we all received??

 

I'm concerned because I JUST purchased a connect at Best Buy less than 30 days ago and now I receive an email saying it's going to be cut off. . 

Two Connect:Amps

Three Connects

One Play 5

 

i also have two Play 3s and a Play1 which i suppose will experience the same fate in a few years time.

 

Been a Sonos evangelist for close to ten years.  I’m going to have to seriously revisit that from hereon out. What a sucky way to treat your customers.

Still upset by this announcement. Thousands of dollars of equipment will no longer be supported is just unacceptable. 

So i know i have 3 legacy products based upon the e-mail. And i’ve posted before in this thread, but going to my account at the top it says “You have 3 legacy products that do not receive regular software updates and new features as of May 2020.” By regular i take it as it wont get all the updates but will get some update as required to keep current functionality or maybe security updates.... Or at least that would be my understanding based on standard software practices. I think Sonos needs to get very clear what the intention is here and not have mixed messages all over and no more of this “We’ll have more information in May”. We need answers and we need them now not in 4 months.

 

No, regular in this case means “timely” or “scheduled.  It’s a soft way of saying “You will no longer get updates”.  

So just checked with a lawyer friend of mine - his view, In Europe, if you bought any Sonos product in the last 6 years that is affected by this you can take it back to the original retailer and get your money back! 

 

Yeah, I was thinking about the 6 year rule. 

 

I would guess that depends if any features are lost though?

 

Announcing this now and saying info will be available in 5 months is a bit off. 


No updates means no security patches which is one way you could trigger this and yes Neil from M3 forums! :) 

Remember, these are speakers with a digital amp and a network connection. That is the majority of the system but due to a processor and memory limitation they want me to dispose of the system with a recycler. My main stereo is nearly 50 years old and still works great but doesn’t play digital files. As far as I know  The music file didn’t change so what critical feature requires more processing power to stream the same music file. If something did change I would think a upgraded circuit board could be offered to evolve a play 5 gen1 to gen 2 capability. I saw Sonos market share had fallen to 15%. With this treatment of your customers I guess it will be going lower. Just sorry I purchased 2 of your new amps a play at and 2 beams in the last 2 years. 

So i know i have 3 legacy products based upon the e-mail. And i’ve posted before in this thread, but going to my account at the top it says “You have 3 legacy products that do not receive regular software updates and new features as of May 2020.” By regular i take it as it wont get all the updates but will get some update as required to keep current functionality or maybe security updates.... Or at least that would be my understanding based on standard software practices. I think Sonos needs to get very clear what the intention is here and not have mixed messages all over and no more of this “We’ll have more information in May”. We need answers and we need them now not in 4 months.

 

No, regular in this case means “timely” or “scheduled.  It’s a soft way of saying “You will no longer get updates”.  

Right so we wont get the “timely” or “scheduled” updates but saying “regular” that implies the possibility of “non regular” updates. Like i said they need to be clear, if their intention is “You have 3 legacy products that do not receive software updates and new features as of May 2020.” (notice the lack of the word regular) then thats what they should say.

Just had this reply back from sonos. 

 

Your Sonos devices will continue to work as long as the hardware allows even when the Sonos app updates, and we expect no immediate impact from the end of software updates. Over time, some features and functionality will be impacted by changes to technology, particularly by music service and voice partners. As we move forward, we will provide ways to separate your legacy and modern products so that the modern products can still receive updates, and legacy products can still be used. We'll have more details in May.

Sonos, You are effectively committing commercial suicide. You have been an upmarket brand with a loyal customer base who have been willing to purchase not inexpensive products. The quality and customer service has always been excellent. 

Without competition attacking you or serious tech issues you are managing to send your company down a very dark road. I predict either a change in your strategy or a change in your senior management or maybe both if all of what you are proposing comes to fruition. 

Disillusioned supporter.

What’s most frustrating to me is how cavalier this company is about deprecating fully functional devices and potentially crippling my whole system in the process (and I have MANY components in my system).  
 

SONOS, as others have stated, allow the upgrade or purchase of one newer component to add features for those who want them and support the basics for those of us on “legacy” hardware.  I don’t need to talk to my speakers.  I want them keep their current functionality and just play music.  Is that really so hard to understand?  There are perfectly good amps and speakers and networking equipment baked into what I own. SONOS, your actions are arrogant, and you’ve seen the last of my money. 

Just read my email update from Sonos.…

You’re a technology company, you must have the ability to still make legacy kit function!

 

I have zero interest in my Sonos app or system doing anything more than it does today… 

 

You casually say to just take my over £1000 of system to be recycled! WTF!!

 

Sonos, you already forced me to ditch my controllers…. if you force this much kit to potentially be made obsolete I will never invest again. Period. 
 

Call me cynical but things like this always seem to have a whiff of ‘we want to sell you more stuff’


I’ve reccomended to Sonos to so many friends over the past 12yrs, that will stop.  

 

Right so we wont get the “timely” or “scheduled” updates but saying “regular” that implies the possibility of “non regular” updates. Like i said they need to be clear, if their intention is “You have 3 legacy products that do not receive software updates and new features as of May 2020.” (notice the lack of the word regular) then thats what they should say.

 

You won’t be receiving any updates.  It is stated very clearly in the first post:

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. 

 

 

Right so we wont get the “timely” or “scheduled” updates but saying “regular” that implies the possibility of “non regular” updates. Like i said they need to be clear, if their intention is “You have 3 legacy products that do not receive software updates and new features as of May 2020.” (notice the lack of the word regular) then thats what they should say.

You raise a good point. Good luck getting a clear answer.

 

Edit: Ok just read jgatie's quote and it seems definitive even though the other wording is not precise 

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.

Totally agree! Very disappointed with Sonos after being a happy customer for years.

 

I have a large Sonos system setup and the total cost of upgrade (and potential future upgrades) takes me off the Sonos roadmap.

 

from a sustainability point of view - Sonos is also moving in the wrong direction. As far as I can understand this is not even commented by Sonos...

You raise a good point. Good luck getting a clear answer.

 

 

Clear answer is in the very first post of this thread.

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. 

 

I feel betrayed.    This little announcement will cost me about $3,000, assuming I stay with Sonos.   My products were some of the originals and I have supported Sonos religiously as all the new smart speakers came to market.  In fact, I have fought for Sonos as friends and colleagues have told me I didn’t need expensive Sonos equipment to get great sound.  I’ve been an advocate for their quality products and exceptional sound against all the new entrants.  I recently bought Sonos One speakers rather than Echo devices because I believed in, and supported, the Sonos brand.

In one simple email Sonos has lost my trust, loyalty - and probably my future business.    I see the stock is already crashing.  Such a shame.  Such a shame.  I wish I could say I am angry.   I’m not angry- I’m just so sad that the management at Sonos have made this horrible blunder.

Just had this reply back from sonos. 

… we will provide ways to separate your legacy and modern products so that the modern products can still receive updates, and legacy products can still be used. We'll have more details in May.

How this is done will be critical. If Sonos gets this wrong with a clumsy implementation, it’s quite possibly all over for them because they’ll have a reputation of ‘only supported for 5 years’. Sales will tank.

Which begs the question: why is this not sorted out now, in conjunction with the announcement. This is going to blow up, and sales may tank immediately.

When i received the email today I simply could not believe my eyes.  Sonos as a massive champion of your products in the past I feel truly embarrassed that I have sung your praises and strongly recommended your products to many of my friends.  Having a ten zone system with varying products has meant that you want to thank my loyalty by a £2000 bill for an upgrade on a system that will still just play music as it always has (But past May, possibly won’t for too much longer).  This seems nothing short of extortion and I feel that this could be a defining moment in your companies future!  Just looking at this forum in the last two hours demonstrates just how wrong you may have got this!  Destroying a loyal customer base for any company in this day and age seems a very bold step and I truly hope that you are reading peoples thoughts so that you can reconsider these actions!

Instead of posting our frustrations on the forum - we can bombard the CEO, Patrick Spence, via email at https://www.sonos.com/en-us/contact (go to bottom of webpage).

 

 

 

Clear answer is in the very first post of this thread.

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. 

 

They omitted this from the email text  shady af.

Have you alerted Best Buy to staff up for the rush of customers looking to take advantage of that generous %30 discount on SONOS gear being offered to it’s most loyal customers? No, I think not. I can’t imagine there are too many folks out there who will jump to take advantage of this offer without exhaustively researching all alternatives, including going back to hardwired systems. I notice SONOs is markedly down in the market today. I suggest you declare this disaster an early April Fools joke and go back to the drawing board before national consumer media gets a good grip on how UNHAPPY people are with this. Before your company goes under. 


I just heard from our local hi-end audio retailer and they are livid as well.  Wonder if the good folks at Audiolab dot com (who push Sonos product) think of this devaluation for their loyal customer base.  Glad I’m not on the other end of that discussion. 

I was an early adopter of SONOS and currently have 12 zones in my home. Very upsetting news to find out that I will have to replace all the equipment if I want to receive updates. While the 30% discount is certainly attractive, replacing hardware for multiple zones becomes very expensive. It is true that Apple, Microsoft and others stop supporting products all the time, but you are rarely in a position (unless you are a business) to be forced to replace many products at the same time. Perhaps SONOS could offer a replacement pricing scheme that takes into account how many units you are replacing?

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