End of Software Updates for Legacy Products

There was no mention that these devices were only good for ten years in the documentation when I bought them. Nor that by purchasing additional products since that they too would be rendered useless by the older unit on my system. 

In my case the Play 5 was my first (massive) investment and the core of my system, it has now been augmented over the years with 3 x play 1’s. I couldn’t fault it - until now! - Greed makes many companies forget their customer care concepts, but when a company such as Sonos only ever got into the market by using this and product unique features, it is difficult to perceive why they would abandon both in one fell swoop.

Whoever decided that the replacement deal is a good value solution has alienated me, and I am sure many others.

Good luck with the future Sonos, it will be without me! There are too many solid equivalents out there for me to be messed around like this. 

Wish I had never changed from Bose - a true market leader with solid products and reputation that is not in tatters by bad corporate decisions.

I will likely stick with my 3 legacy products but will not buy anything new if it can’t be incorporated into my current system. If I lose ability to have any of the streaming services I use, Sonos will be dumped and I will look elsewhere. Sonos had better find a way to allow new products to work in a system with legacy products (including new product updates) or many people will move on, or at least no longer add new devices. As well, legacy products are still in stores. I wonder how many people recently purchased connects that won’t be supported in a few months.
I don’t think I’ve ever witnessed another company lose so much of their good reputation in one release!

So this sucks. Basically, Sonos announced that they are bricking the 2009 version products they sold me in 2013 with 4 months' notice. That's $2,000 that will be made useless in just a mere 4 months. 

In exchange, I’m told to buy $2,000 in their “new versions” to replace them. After their 30% off discount -- about the same cost as their Black Friday sale --  I will have to pay Sonos $1,400 for the “privilege” of continuing to use their product. 

I wasn’t planning to pay an additional $1,400 this year to continue to enjoy the investment of $5,000 I have made in them over the past 8 years. This is how they thank me? 

But I’m seeing this -- Google Home Max for $250 each.  I guess it is time to say good-bye to Sonos.  

Was this why their Chief Product Officer Nicholas Millington sold 1/3 of his remaining stock in Sonos on January 2, 2020? I can’t believe he didn’t know this announcement was going to happen.  https://rivertonroll.com/news/2020/01/15/nicholas-millington-sells-36453-shares-of-sonos-inc-nasdaqsono-stock-updated.html

Complain to the CEO:

Patrick.Spence@sonos.com

SALES Team: sales-eu@sonos.com      

I have 9 amps and a play 5 at home, 14 amps and two play 5 at the office.

WTF!!!!!!!!

Any suggestions for a replacement?

Sonos has done this before and will do it again…. I remember reading a few years ago in this forum about other customers affected by a previous legacy product notice. So how long will it take till the next legacy announcement?

I will not buy any more Sonos products. EVER!!!!

The whole thing is ludicrous. Off to go and do some peaceful meditation…..or drink….

Check out Denon Home. Proper HiFi company that has heard of high res* music. 

*If anyone at Sonos would like me to explain what high res music is, just ask!

Very poor show Sonos!

Like many others, I’m disappointed to learn that you won’t support my brand new kit unless I throw out my old (perfectly working) kit.

I hope your reverse your decision on this and come up with a workable solution. I’m sure you have the engineering capabilities.

Ill be voting with my wallet, and advise everybody else to do so as well.

Just add me to the long list of very unhappy customers.  I spent what is for me a lot of money on Sonos systems over the years and now have 3 items in the legacy bin.  Fully operational devices that have no need to be replaced.  If Sonos said the old models would not get updates I probably could have lived with that, but to say all the new stuff I have added will also not get updates is outrageous.  So my brand new Ones will not not get updates which is sure to impact their interaction with Google and Spotify soon.  Sonos you need to fix this or you will have a PR nightmare.  We need to be able to get updates on all new equipment regardless of legacy models in the system.  You should have thought about this before sending out such an email.

Sorry if this has been asked in the thread allready, but what happens if I disconnect my legacy items from the system, update all the later models and then re-connect the legacy models.  Will that completely stuff the system for my legacy models and stop them working completely?

Spot on!

Hopefully, tomorrow will be a better day for all of us herein the community. However, @Ryan S …

LOL...Go home and have a drink or two or three or whatever, Ryan. You deserve it for taking the heat 

Cheers!

I for one am ready to embark upon the class action lawsuit. I have a ton of products in 3 different properties and I just can’t afford to replace them, and they will not work without support. 

Sonos - I have the contact info for a PR firm that will help with your crisis, but it won’t be cheap. 

OR - you can treat your loyal customers fairly and keep legacy products functional. 

You are converting me from a Sonos evangelist into a former customer with a grudge. 

Never again will I trust this company. I’ve spent close to $9000.00 and I have been betrayed. 

Count me in as another potential lost customer if Sonos doesn’t find a workaround. 

Sonos is punishing (or taxing with that paltry 30% trade up discount) the very customers that helped make them- the early adopters. The optics of this are terrible. 

Sonos, you’re now broadcasting built in obsolescence to your customer base, and while you started off with a great product, in my opinion at these price points you’re not worth it with this money grab. My sonos is not so integral to my life that I’m forced to “buy up” and fill your corporate coffers at your whim. 

Been with you guys over a decade now Sonos (like others at a considerable investment), and you appear to be selling out your values and core customers. Just remember those of us who sung your praises still have voices...and dollars - both of which can benefit another company. 

They knew this was happening in October last year , that’s when I first heard of the “trade up “ 😡

Hi there!

I’m one of all those of us who predicted the ditching of CR100 in 2018 was only the beginning and we were all correct. This time it’s a little bit better since the system will continue to work, it’s frozen in a legacy state.

For all those who struggled to keep their system frozen since 2018 this might be a relief but I guess the CR100 will still be unusuable. Maybe if Sonos had planned this better they could have included the CR100 in the legacy state?

And of course you’re right. Sonos will make you buy new stuff on a regular basis, it obvious.

Totally agree. Shant be buying anymore. 

Here is a question that needs an answer.  

If I upgrade my phone 2-3 years from now, will I be able to install a older version of the app that will allow me to control my system if I stop getting updates in May?

Or is Sonos forcing me to keep an old tablet with the old app on it as a controller?

Great business decision Sonos. Royally piss off your existing customers and scare away any potential new customers by announcing that anyone who buys a Sonos product now likely will have to replace it 5-6 years down the road. Cell phone buyers might expect to upgrade equipment on a regular basis, but audio buyers do NOT. 

I’ve been a loyal Sonos customer since 2008 and recommended Sonos to countless friends and family members. Now that you’ve informed me that half of my system is on the legacy list (at a replacement cost of about $1,500) why on earth would I ever spend another penny on Sonos equipment?  So I can look forward to getting another one of these emails every 5-6 years??  I’m done with Sonos. I guess the only silver lining is I don’t own any stock in the company. 

I am so disappointed in Sonos for this move.  Anything is possible with computers.  I don’t believe that it is necessary to freeze our old machines, rendering our system useless. What will you do for those of us who don’t have the extra $1000.00 or so to upgrade?  Why weren’t we told that this might happen when we purchased?

Thought sonos let you control music streaming services?

Now it's music streaming services control you " Sonos " 

So I have a Connect which is connected to my home theatre for the living room…..plus 7 other speakers around the house. So I will have to replace a perfectly working connect with possibly the Amp…..which is $999 here in Australia.

I cannot fathom how the connect devices could be made obsolete? They are really only digital relays. They don’t utilize Alexa or any superior features at all. Why are they suddenly not going to support new features? What new features are possibly coming to cause this?

Personally, I am starting to see this as a money grab pure and simple. Planned obsolescence in the brute force manner.

If all devices have to be on the same code version, then that is a hard coded part of the ecosystem….and can be reworked so that legacy items will still work but new products can be updated. This is just about software….not hardware.

I need to do more investigation, but as of right now it seems Sonos may have some of us over a barrel. The majority of my system involves driving my preexisting stereo systems. I only have 2 Sonos speakers but I have 5 Connects. What Sonos alternatives offer the capability to drive stereo systems? IOW, who other than the Denon HEOS offers a competitive product to the Connect (now the Port)? 

This is just so utterly stupid. I have functional devices that I’m more than happy with. It plays music today and I see no reason why it can’t play music for many years still. Sonos management have to reverse this decision and apologize. This is just evil.

No doubt that this will kick life into those making alternative software for Sonos and trying to reverse engineer your products. I fully support them!

my letter

Today I received an email telling me that 16 of my 26 Sonos devices would no longer be supported. I was told that they would work, but would not be able to take new software updates.  Not just the 16 listed, but if I kept them in the system, all 26 would be stuck in the current version state.  

I have spent close to $15,000 on Sonos over the years.  Today I calculated you want me to spend $5,500 (after the 30% discount) more to “upgrade” to the latest gen. I get no new functionality mind you, just a parting of ways with the money.

In another few years I will without doubt getting a new email asking for more as my second gen devices age out. 

I am beyond livid. I have promoted and supported Sonos from the earliest days.  Now you turn your back on me.  This is disgusting. 

I highly recommend you reconsider your new revenue strategy.  It is sure to backfire. You used to be a company that treated your customers with respect, one that recognized the premium we spent with you.  Now you are chasing the allure of quarterly revenue recognition.

So sad.