End of Software Support - Clarifications

I’m not sure anyone has said every device needs to work at the level of the “lowest capability device”? They need to communicate and have compatible software, but that’s not quite the same.

Six (6) Sonos Amps, one (1) Sonos Connect, one (1) Sonos Sub, three (3) Sonos Play 5’s, one (1) Sonos Playbar and one (1) Sonos Boost.  That’s the home-wide system I’ve accumulated, piece by piece over several years - the most recent being the Boost.  Now I see that you are ‘obseleting’ the large majority of my system which will cost me approximately $5,391 (including your generous 30% discount) before taxes and shipping - just to keep things working?  You’d better believe I will be strongly considering *any* other home audio options before I spend another cent with Sonos.  You have trashed this customer’s goodwill overnight.

BTW - how long ‘till you close this thread because you don’t want to see all the customer complaints???

Well, no matter the outcome from this I will be selling all my Sonos.

I did not realize how much control this company holds over its dealers and customers. 

Its ‘just’ a home stereo. I too will loose money and it annoys me to no end that I can’t resell some of this stuff, but other choices are easy now a days. 

Disappointed the stocks are not be affected more than they are. 

The email I received from Sonos the other day was like a kick in the gut.  I learned that I would have to spend $628 to replace two connects that are working fine.  I have spent a lot of money on Sonos products and expect them to last for more than five years.  It is ironic that one of my connects are connected to a stereo that is almost thirty years old that is definitely not obsolete.  At the minimum Sonos should be replacing these units at cost and not making a profit off of this.   

Please explain what you mean when you say that you will support products that you sell for at least 5 years.  I bought a CONNECT:AMP in 2018 to add to the 3 CONNECT:AMPS ans 2 CONNECTS that I bought in 2015 (less than 5 years ago - but it will be 5 years in May when you discontinue support).  If the one I bought in 2018 is still “Modern”, why aren’t the others?

There were apparently some hardware changes without a corresponding device name change. Sonos realizes this was a very bad idea and probably won’t do it again.

According to my sources the original Connect and Play 5 had 32mb of memory, the connect:amp and play 1 have 64. The newer connect has 256mb as does the Gen 2 play 5.
The newest models have 1024mb (1 gig) so it is safe to say that the older models with 64 and 256mb are likely not long for this world. And when 1 gb is not enough, they will get tossed too. This will NEVER end and the cost of ownership it through the roof. 

Posted by another forum member (apologies I can’t locate that original post… it’s a swirling vortex of post activity the past 48 hrs.)

Oh how I now wish I’d purchased my Connects just 13 months later.

It’s precisely this kindof chart which would prevent me replacing my Gen 1 Play:5 with a Gen 2 as surely that (and my existing Play:3’s) are going to hit the same issues soon. 

 

Thanks for posting the chart, all.  This actually explains pretty well why it is becoming challenging to keep the earlier models working over time when using their existing architecture where every device needs to work at the level of the “lowest capability device”.

Real big eye opener and the graph explains pretty well the issues they are facing. But we all agree here that them not supporting the older models with new software is fine. What were all “annoyed” about is how it effects our other devices, they shouldnt be penalised/stunted/held hostage. Sonos has clever developers, they just need to find away to allow modern to update, legacy to stay still and basic fucntionality (grouped music) still work. Just have a caveat about newer features not working on legacy devices. We just want interoperability please! 

Almost -8,5% from the top of Friday.

Great job Sonos management. You have lost about 135 millions (Market cap) with a single email. Is that a World record for Guinnes book?

I bet some of the guys are already looking at job adverts.

It would be nice to hear the board of meeting. Nice coffee break? I really don’t think so.

Not defending their architecture per se, because I think it’s clearly time to come up with something more flexible, but that was the statement (all devices need to do all the things) for years when asked about the 65k song library limit:  That some devices didn’t have enough memory for a larger library, and the way they designed the system, every device on the network has the library on it, so the lowest capacity device defines what all the devices are allowed to do -- even if your particular system only has the latest devices, the software is designed to accommodate the limitations of the least capable device in the Sonos ecosystem.

Again, I’m not saying that is a good long term architecture, but it seems to underline the current situation.

I wonder what the solutions are:

1.  Change the architecture to treat some devices as “dumb” (example, they don’t have the library, they don’t work on wireless, or whatever).  That would limit some of the niceties we have come to love an expect, but also let us continue to benefit from our investment in the devices.
2. Come out with a significant upgrade program (maybe 50% off upgraded devices).  Even at that price, given the cost of hardware, they’d be making a bit of money off upgrades, but it would also signal one of the most generous upgrade programs in consumer electronics….which should quell some of the outrage (though of course not all of it).
3. The above two ideas have the added benefit of good PR:  “We hear you.  We mid judged the fierce passion of our long time customers.  We have come up with some creative solutions.  None of perfect, but due to [list SPECIFIC TECHNICAL REASONS, not corporate speak] these are the limits of what we can achieve.
    

It’d certainly be interesting to understand the financial impact on SONOS were they to offer a like-4-like swap out of ‘legacy’ items with the latest equivalent.  And to compare this cost with the net impact on their sales / stock price / reputation over the coming months / years should they fail to adequately deal with this lamentable situation.

Please explain what you mean when you say that you will support products that you sell for at least 5 years.  I bought a CONNECT:AMP in 2018 to add to the 3 CONNECT:AMPS ans 2 CONNECTS that I bought in 2015 (less than 5 years ago - but it will be 5 years in May when you discontinue support).  If the one I bought in 2018 is still “Modern”, why aren’t the others?

There were apparently some hardware changes without a corresponding device name change. Sonos realizes this was a very bad idea and probably won’t do it again.

According to my sources the original Connect and Play 5 had 32mb of memory, the connect:amp and play 1 have 64. The newer connect has 256mb as does the Gen 2 play 5.
The newest models have 1024mb (1 gig) so it is safe to say that the older models with 64 and 256mb are likely not long for this world. And when 1 gb is not enough, they will get tossed too. This will NEVER end and the cost of ownership it through the roof. 

Posted by another forum member (apologies I can’t locate that original post… it’s a swirling vortex of post activity the past 48 hrs.)

Oh how I now wish I’d purchased my Connects just 13 months later.

It’s precisely this kindof chart which would prevent me replacing my Gen 1 Play:5 with a Gen 2 as surely that (and my existing Play:3’s) are going to hit the same issues soon. 

 

Thanks for posting the chart, all.  This actually explains pretty well why it is becoming challenging to keep the earlier models working over time when using their existing architecture where every device needs to work at the level of the “lowest capability device”.

Real big eye opener and explains pretty well the issues they are facing. But we all agree here that not supporting the older models with new software is fine. Thats life, it happens. What were all “annoyed” about is how it effects our other devices, they shoundnt be penalised/staunted/held hostage. Sonos has clever developers, they just need to find away to allow modern to update, legacy to stay still and basic fucntionality (grouped music) still work. Just have a caveat about newer features not working on legacy devices.

This doesn’t explain why speakers that play music now won’t be able to music in the future.  I understand why they won’t have additionally features; but, this doesn’t explain at all why music won’t be able to be played.