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 The information contained in this thread is outdated and may no longer be accurate.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.
Last week I recycled my old amps and speakers. Bought nearly 40 years ago, still working. Sorry to see them go - but to a happy and grateful owner.
My Connect plays Spotify through a 30 year old hand-made built amp through a pair 20 year old speakers.
None of these older components owe me anything anymore. They have had their lifetime. But still work brilliantly.
But my Sonos gear is still “new” and now its being made legacy - sorry Sonos, but they still owe me a lifetime of use. Especially given the premium paid.
Something is seriously wrong with the Sonos “system” if all components need to be at the same software level? I get that new services can be added, but not supported by all components.
But graceful fallback is an engineering feature I am sure you are aware of.
I don’t know where Spotify, or My Library is integrated into the system - but surely not every component. At some point they are just processing music bit streams across the air and syncing time-stamps so they play in sync. This legacy function works fine for me and is all I need.
I now look at all my Sonos investments and now wonder when and how soon?
Just logged into my acccount and went to “System:”. There is a banner at the top that reads:
“You have 31 legacy products that do not receive regular software updates and new features as of May 2020”
As I understand it I would have to upgrade every single one of them and if I don’t then nothing in the system can be updated? How realistic is it to expect that I’m going to upgrade 31 Sonos products before May?
I totally agree and have written my response following this.
Sorry if this has been asked and answered:
I understand if I have a mixed system of legacy and modern, after the May update it will no longer receive updates and future features will not be supported. After the May update can I still add new products to my legacy/mixed system, like a Move? Would the Move software roll back to my May software?
If I have a legacy system after the May update can I add more legacy devices without issue?
If I have a mixed system after the May update can I split it into two separate systems, legacy and modern, or do I need to do that before the May update?
If I have a mixed system after the May update, can I remove a modern device and add it to a modern system without issue.
If I have separate modern and legacy systems in my home I assume they will use separate versions of the app. Will there be any conflict running two different app versions on the same mobile device?
All good questions and I suspect if Sonos had the answers to these today before blundering ahead with their ridiculous statement then it would helped (a little bit). But it still sucks what they are doing.
I've turned off Update Automatically on my controller. I don't trust Sonos at this point.
I’m pissed. This is an insult to the customers who have supported Sonos over the years. Here’s an email I’ve sent to the CEO, Chief Product Officer and COO. Feel free to re-use or send your own.
I've just received an email informing me that my Play5 Gen1 will no longer receive updates past May and as a result of your implementation, the rest of my more modern Sonos speakers will suffer the same fate because your development teams have been unable (or unwilling) to segregate the legacy speakers on the network.
To lessen the blow, you've offered a paltry 30% trade-in discount, yet last week you increased prices across your entire speaker line.
To say that I am apoplectic is an understatement.
I have been a supporter of Sonos for years, recommending them to my friends and family, resulting in many of them purchasing Sonos products.
In one fell swoop, you've made an ass out of me, given several of them also purchased the Play 5 Gen 1 since it allowed for inputs, and you've screwed over several thousand dollars worth of purchases since my more modern speakers will essentially be deprecated.
I work in technology. The claim that the devices cannot support the software anymore is a sham. You've made a calculated, cold, business decision to avoid developing a workaround that would allow loyal customers such as myself to continue to use "legacy" products into the future because it's easier and cheaper to lose some customers over this.
If you do not reverse this decision, treat your loyal, long term customers with the respect and appreciation they deserve, your cold, calculated business decision will result in your reputation being trashed and your sales will be directly affected. Sonos, once revered in the speaker community, will be regarded as a pariah. Your once-loyal customers will shout from the rooftops to warn everyone to never purchase your expensive speakers since the value that used to exist has officially evaporated if they need to be replaced every 5 years. I'd rather deploy a bunch of Google speakers around my house given the cost is so low, the sound is okay and if they pull the same stunt I won't be out of pocket hundreds.
I sincerely hope you reconsider this regrettable decision and work hard to restore the faith that loyal customers have believed in and shown you these many years.
Sincerely,
Matthew Kirkey
Thanks Matthew - very helpful. I just sent an e-mail as well. Strongly encourage other loyal (well, that might not be true for many of us) to do the same.
I’m in the same situation as everyone else here, but want to add another log on the fire. I’ll email the addresses just provided too. Thanks!
Like others, I feel completely betrayed after having spent so much money building a whole-house (indoors & outdoors) SONOS environment over the years and recently added a Move (without knowing they would take this bull$hit approach to their most loyal customers!) I’ve also recommended SONOS many times. Now I both regret it all, and will most certainly NEVER BUY OR RECOMMEND ANOTHER SONOS PRODUCT AGAIN! How can ANYONE buy a Sonos product, which is already an expensive system, knowing that at any moment, their perfectly fine purchases will become worthless and potentially useless. This isn’t like buying a cell phone that may get old - it’s a whole-house system that we were encouraged to “build over time.” Now we find out that we were being suckered into a trap!?!?
I certainly hope there is a class action lawsuit, especially if they don’t create a means for both legacy and current products to co-exist or at least maintain all current capabilities in perpetuity. Otherwise, there clearly is an undisclosed bait and switch here. For example, I definitely wouldn’t have bought more AMPS and a Move over the past couple years (to add to my eight other units) had this risk been disclosed.
Although I had seriously been considering adding to my system, I DEFINITELY WON’T BUY ANY MORE SONOS EVER AGAIN! Why they would choose an approach that hurts their MOST loyal customers and evangelists is beyond me. Their goal is obviously to try and juice revenue, but this will backfire because they've turned their best customers into strong haters!
I've turned off Update Automatically on my controller. I don't trust Sonos at this point.
Make sure that you do it on all controllers - PC/Mac, android and iOS, as any one of them can trip you up.
Just received what can only be described as an extortion email from a company from which I have purchased thousands $$$ and that I have convinced my friends to use. The email says if I want my system to keep working right I have to replace 3 products at a cost of about $1,000.00 (that’s AFTER the 30% trade-up discount). I would never buy another product from a company that does this to its customers. Shame on you, Sonos.
I just received the terrible news that five units in my SONOS system are no longer to be supported. This gets me thinking that the other 10 units in my system bought shortly thereafter are to follow too. I am hoping for a SONOS change in direction and a continuation of support, or a “dumbed down” support path for legacy equipment. I am out for any more SONOS otherwise. Really disappointed in a 30% recycling credit to replace equipment that works perfectly today and I’m embarrassed that I recommended this product to friends and family over the years. What a let down.
I haven’t read the whole thread, but assume this may have already been posted?
Obviously not suggesting any link to the current announcement.
Sonos - you really are shooting yourselves in the foot with this announcement and lack of legacy support. Suggesting that I can have a discount to spend well over £1000 on Sonos kit to keep it working as it does now (some of which is running through excellent hifi kit which is still manufacturer supported despite it being well over 30 years old) - really? You’ve got to be kidding guys.
The link looks pretty clear cut.
I doubt it. This was a scheduled trade, a common practice for executive insiders so that they can trade legally around SEC blackout dates.
From the risk section of their last 10Q filing: To remain competitive and stimulate consumer demand, we must successfully manage frequent new product introductions and transitions.Due to the highly volatile and competitive nature of the home audio and broader consumer electronics industry, we must frequently introduce new products, enhance existing products and effectively stimulate customer demand for new and upgraded products in both mature and developing markets. The successful introduction of our new products depends on a number of factors, such as the timely completion of development efforts to correspond with limited windows for market introduction. In recent years, we have experienced delays in bringing new products to market, along with higher-than-expected costs in doing so. We face significant challenges in managing the risks associated with new product introductions and production ramp-up issues, including accurately forecasting initial consumer demand, as well as the risk that new products may have quality or other defects in the early stages of introduction. New and upgraded products can also affect the sales and profitability of existing products. In addition, from time to time, we enter into strategic alliances or collaborative partnerships with third parties to develop, commercialize and market new products, which may not be successful or result in significant revenues. Accordingly, if we cannot properly manage the introduction of our new products, our operating results and financial condition may be adversely impacted, particularly if the cadence of new product introductions increases as we expect. I guess trying to force everyone onto a newer platform is one way of trying to stimulate customer demand. Of course I would say it probably wasn’t the best way to go about it.
Disappointed with this news. Apparently so are all the people I recommended SONOS to that are emailing me today complaining about it.
don’t provide an update to an older model, fine. but don’t block updates for newly purchased speakers because we choose to replace them one at a time.
Just had a look on the Sonos website… I couldn't be bothered reading further after I saw the proclamation of TRUST, ACCOUNTABILITY and COLLABORATION. they all are sub headings under the page heading RESPONSIBILITY. If you want to find the page, click on the link called SUSTAINABILITY under their main menu…..
Who thinks any of their blurb is sincere?
Does any of it have substance… ?
Unbelievable isn’t it.
Such a shame.
Yes. Completely unbelievable.
That’s what happens when you spend a fortune on web design. They could not care less about us. They got my $5,000 and now they are focusing on to a new generation of suckers to scam.
I couldn’t agree more! We should all send e-mails, press statements, etc to warn the unsuspecting public about Sonos customer relations. They suck!
I haven’t read the whole thread, but assume this may have already been posted?
Obviously not suggesting any link to the current announcement.
Sonos - you really are shooting yourselves in the foot with this announcement and lack of legacy support. Suggesting that I can have a discount to spend well over £1000 on Sonos kit to keep it working as it does now (some of which is running through excellent hifi kit which is still manufacturer supported despite it being well over 30 years old) - really? You’ve got to be kidding guys.
The link looks pretty clear cut.
I doubt it. This was a scheduled trade, a common practice for executive insiders so that they can trade legally around SEC blackout dates.
almost 9,000,000 shares sold versus 100,000 purchased by insiders in past 12 mo - what does that say?
Sorry if this has been asked and answered:
I understand if I have a mixed system of legacy and modern, after the May update it will no longer receive updates and future features will not be supported. After the May update can I still add new products to my legacy/mixed system, like a Move? Would the Move software roll back to my May software?
If I have a legacy system after the May update can I add more legacy devices without issue?
If I have a mixed system after the May update can I split it into two separate systems, legacy and modern, or do I need to do that before the May update?
If I have a mixed system after the May update, can I remove a modern device and add it to a modern system without issue.
If I have separate modern and legacy systems in my home I assume they will use separate versions of the app. Will there be any conflict running two different app versions on the same mobile device?
It this point what we know is this:
You will not be able to add a new product much after May, because it is likely that it comes factory installed with a later version of the OS than you are running on your legacy system. If you want a move, buy it before May.
This will be an interesting one, especially since there will probably be a proliferation of that stuff on eBay, etc. It depend if Sonos lock your entire system into just one version, or if they allow for update up to the last version your system will support. If the former, then NO; if the latter, then YES.
I imagine you will able to do that at any time, because one you split the system, then your new stuff will start updating again, never being able to return to the old system.
YES.
I don’t think anyone knows. It is possible that you will only be able to install one app (you can’t have two at he moment), in which case it might be backwards compatible, and you can only control the features available in the legacy system when connected to that, and can control everything when controlling your newer system.
Rasberry Pi, high res here I come. Im not standing for this. Playbar, 5 connects, 3 amps, 2 play5s, 2 play...
I'm done. So done.
Dear Sonos,
If there’s a better way to ruin your reputation as a company that cares about its clients and the environment, I can’t think of what it is. I have 6 Sonos components, three of which are about to become “legacy” bricks because you say so. I hope that is some kind of horrible April fools day joke that you accidentally released a few months early.
It’s really hard to imagine how you’re going to fix this without some serious reassurances to your customers that this was all some terrible mistake that will never happen again. You are planning on fixing this, right?
i suggest anyone looking to keep their speakers should crowd fund the development of their own app that will allow them to take control of their own speakers that they own
This is a disgrace. I have over $6,000 invested in Sonos and you can bet not a penny more.
Im in the IT business and I can share that backwards compatibility is the way to delight your customers and ensure they will continue to buy your products.
Im hard pressed to believe that this approach is the ONLY way Sonos can continue to upgrade their products.
In very short order, I expect Amazon will release a competitive product and/or others (IE Bose) will offer a compelling competitive discount
This is a lesson for the business schools - How to destroy you company!
Barry
I’ve contacted Ars Technica. I’m beyond pissed.
I haven’t read the whole thread, but assume this may have already been posted?
Obviously not suggesting any link to the current announcement.
Sonos - you really are shooting yourselves in the foot with this announcement and lack of legacy support. Suggesting that I can have a discount to spend well over £1000 on Sonos kit to keep it working as it does now (some of which is running through excellent hifi kit which is still manufacturer supported despite it being well over 30 years old) - really? You’ve got to be kidding guys.
The link looks pretty clear cut.
I doubt it. This was a scheduled trade, a common practice for executive insiders so that they can trade legally around SEC blackout dates.
almost 9,000,000 shares sold versus 100,000 purchased by insiders in past 12 mo - what does that say?
The majority of those 9M were from a very early stage investor (Index Ventures / Michael Volpi). On that Nasdaq link, filter the list to just sales and you see who is doing the selling vs. the automatic selling.
As an early adopter, and until last week still a cheerleader for Sonos to my friends, I am incredibly disappointed in the discontinuation of support for the Sonos Play: 5 (gen 1).
I currently own 4 Play:3's, 6 Play:1's, a Sonos Beam, a Play:5, Playbar, and 4 Amps. Plus a Boost, which I recently upgraded on Sonos's request, but my expense, from a Bridge. My entire house is set up with Sonos equipment, and I enthusiastically support it to guests when asked about it.
If this discontinuation of support is not rescinded, I will sadly never purchase another piece of Sonos equipment ever again.
Increase market share by selling upgrades of products that make us want to voluntarily upgrade -- not by discontinuing support of perfectly good hardware that cost many hundreds or thousands of dollars to purchase.
How long before ALL Connects are defined as Legacy? Or the earlier Play:1’s?
Sonos have always downplayed the internal changes whenever someone noticed a slight change on an existing model. Seems those changes were more significant than they are letting on?
My trust in Sonos is simply gone - this is an extraordinarily sad day for what was once such a reliable and (comparatively) trustworthy brand.
You can use this to make an educated guess
This is Sonos own words on their website….. haha really!!! Ethical and sustainable…. for who?
Responsibility
We plan on being in business a long time, which means we must be responsible, forward-thinking citizens. We’re committed to ethical and sustainable practices and strive to positively affect our community.
