End of Software Updates for Legacy Products

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.

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. 

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

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. 

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.  

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. 

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 

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...

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.

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).

They omitted this from the email text  shady af.

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?