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 The information contained in this thread is outdated and may no longer be accurate.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

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

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DaveCrump

Lyricist III

As someone who has around 17 Sonos devices, mainly Connects and their predecessors, and Connect:Amps, it is hard to not be pretty pissed with Sonos over this. I haven’t calculated the cost to me to replace all my system with current devices, a step which would add minimal additional value to me yet cost very many thousands of dollars, even with the 30% discount..

But from my perspective it all depends on how Sonos manages the legacy devices moving forwards, and the combination of legacy and non-legacy devices. I am not unhappy if my current devices don’t receive any further improvements from May. They have after all been considerably updated from when I purchased my first Sonos device. And I understand that Sonos can’t really be responsible for the evolution of streaming services etc. which they don’t control.

I will however be hugely pissed off if the approach Sonos takes to people with legacy devices and mixed systems is to effectively make the legacy devices unusable. In my mind Sonos need to:

Ensure that people who have legacy devices can continue to use them in their May-updated form for as long as they wish. Understanding that over time the non-Sonos streaming services may become unavailable to this system.
Ensure that there is no way that people can inadvertently upgrade non-legacy devices and brick their system containing legacy devices (eg. if the legacy devices are powered off)
Ensure that if people want to gradually upgrade their system with newer devices, there is a pathway that enables a single system to have legacy and non-legacy devices, such that the legacy devices deliver to their potential, and the newer devices deliver the future evolving services. Maybe that involves separate legacy and non-legacy systems, with the ability for the non-legacy system to share functionality within scope of the legacy software with the legacy system. Or maybe it involves a separate interface device, which sounds a reasonable idea to me.

I personally don’t mind the notion of the upgrade path - whilst I hate the idea that it kills a perfectly functional device, it is in reality no different from a physical trade-in program. I however do think the 30% discount is insufficient in the context of this announcement - it was nice as a sales effort, but I think it should be 40-45% when people are being somewhat backed into a corner as they are with this announcement.

Dave

arcadelt

Enthusiast I

TLDR - HERE’S THE BOTTOM LINE UP FRONT: SONOS, YOU’VE OUTLINED THE TIMETABLE WHEN YOU ARE GOING TO END SUPPORT TO MY PRODUCTS, NOW IT IS TIME TO OUTLINE THE TIMETABLE FOR REPLACEMENT PRODUCTS.

Well, this is going to be an expensive exercise.

As an early adopter and dedicated owner of Sonos products for 14 years who has spent more than AU$18,000 on your products, I would consider myself one of the veterans who brought this company to life...and frankly this is disappointing news. That said, I guess we all knew this day would come, but I just didn’t expect so many of my products to be affected in one hit.

Anyway, I have wanted a replacement for my Play:5 (Gen 1) speakers for some time, but the current offering just doesn’t cut it for reasons I outlined here a year ago. So Sonos, while I process this disappointing news, it’s time for you to stop your silence to your dedicated fans over planned products and spill the beans on what you have in train to update the Play:5 - when will we see a new product with all the technology of the Sonos One and the correct colour palette? I’ll buy replacements because I love the ecosystem, but I am not putting one cent into your current Play:5, which isn’t at the cutting edge of your portfolio and long-in-the-tooth, so likely to be the next to be nobbled.

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BillC44

Lyricist I

Beyond sad. I hope this thread grows quickly and the bosses at Sonos realize how badly they’ve miscalculated. Thousands of dollars wasted and the loss of their best customers’ goodwill. Hard to put a price on that, but I can tell you a 30% discount isn’t it. Think back to the offer they made when they bricked the CR100 remotes. Much fairer. Reconsider, or lose customers.

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philipo5

Lyricist I

Appalling decision from Sonos - sort it or face the already growing backlash.

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Daddadoofus

Lyricist II

Stop thinking about how you can adapt your systems to make this work. Start thinking about how you can force Sonos into reversing this arbitrary decision to drop support for their "Legacy" products.

I am sure there is a lawyer out there that would like a class action against this company.

I would urge everyone of you to contact whatever Media outlet you use, and make it clear that you are not happy with this, and that Sonos should be ashamed of what they have done, and should reverse their decision.

Sonos, show some loyalty to your customers in the way that your customers have shown some loyalty to you.

P

PLCMAN58

Chromatic Producer I

SONOS, needs to reconsider this policy. I have invested a lot of money in my SONOS system and will NOT be purchasing additional equipment based on this announcement. I can understand some of the original SONOS hardware but the PLAY 5 is not that old.

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NeedSleep

Renowned Enthusiast I

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?

@Matt - MKE, when you wind up replacing your phone, you will still be able to get the app that works with a legacy system.

Now that’s a response that deserves a screen shot for the future.

Perhaps it will work until may next year ;-)

They'll be sure to let you know ...... In May, maybe.

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davezfu

Lyricist II

I never would have thought consumer electronics could make me this angry. Quite the feat. Well played, Sonos.

2

2chan

Lyricist I

I understand that technology changes and requires updates. However, when an individual invests in products, and even though they may choose not to be on “the cutting edge” enlisting in the latest and the greatest, I suspect most of us expect to receive the continued service and support we signed up for. After dropping nearly $1,500 on Sonos products (bridge, connect, dac and cables) to stream music through my 2 channel system it will be difficult to spend additional money on a company that appears to care little about supporting loyal customers. When I purchased Sonos equipment I believed I was receiving a product and service that would continue to be provided and supported. Let me be clear, I neither require nor expect anything in adddition to what I received when I first started streaming music through Sonos gear. I simply expect to receive the continued service that I believed I invested in. Perhaps, Sonos needs to take a lesson from companies that truly stand behind their products (ie., Bryston, Patagonia, Apple, etc.) and provide support not in years, but decades. Perhaps, even though I have enjoyed the accessibility and convenience of streaming music, I will have to cancel my streaming account and go back to listening to my music entirely on cd’s and vinyl!

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Gillydior

Enthusiast I

Just give us a separate “legacy sonos app” ( IE. the current one) this will give us your customers the option to upgrade or not ~ our choice not something that’s thrust upon us out of the blue!

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