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Ryan S
Ryan S
Retired Sonos Staff
January 22, 2020

End of Software Support - Clarifications

End of Software Support - Clarifications

We announced yesterday that some of our oldest Sonos products will be moving into a legacy mode in May of 2020. Our commitment is to support products with regular software updates for a minimum of five years after we stop selling them, and we have a track record of supporting products far longer. 

Here is some public information we’ve shared, gathered into one place to respond to some of your questions in one easy thread, so that people can find the correct information easily.

Beginning in May, software updates and new features from Sonos will only be delivered to systems with only modern products.

After May, systems that include legacy products will continue to work as before - but they will no longer receive software updates or new features. 

Sonos will work to maintain the existing experience and conduct bug fixes, but our efforts will ultimately be limited by the lack of memory and processing power of these legacy products.

We don’t expect any immediate impact to your experience, but access to services and overall functionality will eventually be disrupted, particularly as partners evolve their own services and features. 

 

Customers with both legacy and modern products have time to decide what option is best for them. You can continue to use your whole system in legacy mode - in this case, it will stop receiving updates and new features. 

You will also be able to separate your legacy products from your modern products, so that the modern products can still receive updates and new features, and legacy products can still be used separately. We’ll have more information on how to do this in May when you can take that action.

Another option available to all customers with legacy products is to take advantage of the Trade Up program, which allows you to upgrade older Sonos products to modern ones with a 30% discount. Trade Up will be open to customers at any time should they decide to upgrade. 

We recognize this is new for Sonos owners, just as it is for Sonos. We are committed to help you by making options available to you to support the best decision for your home.
 

If you have any further questions, please don’t hesitate with asking.

Update 2/22: A message from our CEO

We heard you. We did not get this right from the start. My apologies for that and I wanted to personally assure you of the path forward:

First, rest assured that come May, when we end new software updates for our legacy products, they will continue to work as they do today. We are not bricking them, we are not forcing them into obsolescence, and we are not taking anything away. Many of you have invested heavily in your Sonos systems, and we intend to honor that investment for as long as possible. While legacy Sonos products won’t get new software features, we pledge to keep them updated with bug fixes and security patches for as long as possible. If we run into something core to the experience that can’t be addressed, we’ll work to offer an alternative solution and let you know about any changes you’ll see in your experience.

Secondly, we heard you on the issue of legacy products and modern products not being able to coexist in your home. We are working on a way to split your system so that modern products work together and get the latest features, while legacy products work together and remain in their current state. We’re finalizing details on this plan and will share more in the coming weeks.

While we have a lot of great products and features in the pipeline, we want our customers to upgrade to our latest and greatest products when they’re excited by what the new products offer, not because they feel forced to do so. That’s the intent of the trade up program we launched for our loyal customers.

Thank you for being a Sonos customer. Thank you for taking the time to give us your feedback. I hope that you’ll forgive our misstep, and let us earn back your trust. Without you, Sonos wouldn’t exist and we’ll work harder than ever to earn your loyalty every single day.

If you have any further questions please don’t hesitate to contact us.

 

Patrick Spence
CEO, Sonos

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    Another Ray
    Lyricist I
    January 22, 2020

    A customer lost here, but I can be won back. I can’t justify the cost of buying a whole setup at one time, and I don’t want to be constantly thinking about the next product to become obsolete. I’m also deeply concerned about the impact of disposing of working equipment simply due to compatibility issues - for the sake of a few cheap microchips. Give us an option to upgrade the circuitry and I’d got for that (if it’s not extortionate) - or provide third parties with the hardware and licensing to do it for us.

    If your business model remains wasteful, both in terms of manufacture resources and customer cash, then I won’t be investing in it any further. If you develop a sustainable way of upgrading then you’ll be ahead of the competition and I’ll be looking to expand my setup (I’m really glad I didn't get that soundbar now!).

      sean.dingley
      Lyricist I
      January 22, 2020

      While I am disappointed, I am not entirely surprised. Not surprised by this message from Sonos, as there was bound to come a point where it was no longer technically feasible to keep all hardware on the same software version, but also not surprised by the amount of responses and anger this has generated. 

      I refuse to rant about Sonos owing me money, as I am well aware that these products are just as subject to aging as smartphones, tablets and other computers, and I also know that my products will not stop functioning after May 2020. What does disappoint me, like it does many others, is the fact that having a few “legacy” devices, will eventually impact the usability of my entire system. Additionally, there is a worry that this will in time happen to all of my devices, which in turn raises the question if I'm willing to essentially replace my entire setup over the years for the sake of updates.

       

      I would love to have a constructive discussion, or maybe even to speculate, as we like to do on here, about the future functionality of the system and how Sonos will (or should) implement this split between legacy and modern devices. I would also be interested in hearing peoples thoughts about the backlash this is generating: will this be the first time Sonos reverses or alters a decision based on user/public feedback? 

      At first I was looking through these threads for responses from the regulars on these communities - you know who you are, the people that used to be at the top of the “Leaderboard” of likes before this chaos ensued - who have been known to me as posting messages that are level-headed, calm and constructive analyses and opinions. Unfortunately any objective discussion has, for the time being, been drowned out by - in some cases perfectly valid - anger, disappointment, rants and complaints, mainly by one-time registrars.

      While it is in part a good thing, showing Sonos how their decisions affect their userbase, it drowns out many posts that are just looking for or providing information, and any sensible discussion on how to move forward. Not sure if I should try to open a separate thread, just to have it flooded by resentment.

       

      -

      a good comment…. as a guy with a 12 zones using connect and connect amps, wired speakers, and multiple play devices.. I have 7 “legacy” items and 5 “modern” (whatever modern means).. what does the future hold for my modern equipment.. how many years ( or months)  until this equipment is considered obsolete?


      more answers are required…..  I too understand that technology gets old (I no longer use a Palmpilot professional…  (look that one up 🙂 )).. but lets have a meaningful honest discussion first.. shall we?

      cheers

        HelterSkelter
        Enthusiast II
        January 22, 2020

        I was just about to post on the original thread, I pressed “Send” and the system reports that the thread is closed?  OK, then I’ll take my comments to a third-party like BBC News.

        I think it’s fair to say, that the anger will continue on this new thread anyway,
        I don’t think the idea of this thread being ‘answers to technical questions raised’ will cut it.

        Good idea, re going to external media, as Sonos are clearly not listening so far.

        I see that the story is now on the top of the BBC tech page.
        ​​​​​​
        Hardly surprising, as by Sonos’s own figures, 37% of their revenue comes from existing owners. Not any more though.

        Not only is 37% of their revenue from existing owners, but I wonder what percentage is from new owners that are buying Sonos because of personal (friends) or professional (installers) recommendations who are existing owners? 

        Not only have they killed off purchases from existing owners, but also a lot of revenue from prospective owners who will now be advised not to touch Sonos with the proverbial bargepole. 

        Oh, then there are the potential owners who may not have been in contact with existing owners, but who will have googled Sonos and ended up on the BBC News website, the (UK) Standard website, the (UK) Independent, What Hifi, The Verge, The Register, Engadget, ZDNet, Wired, Pocket-Lint (these are just a few sites currently trending this issue).

        Oh, and I guess for those that miss all of these stories, there are going to be others that go to the likes of the John Lewis website with a view to purchasing, and have a read of some of the latest reviews on there and wonder why the reviews have gone from 4-5 stars down to 1 stars.

         

        By the way, I also agree with others commenting on the fact that it was extremely bad form for Sonos to lock the original thread and open a new one under the pretence of addressing some of the questions that have come up. Thinly veiled attempt to sweep under the carpet the fact that well over 1000 responses to the issue, 99%+ being unhappy have been posted in under 24 hours since the announcement.  For what it’s worth, Sonos, this new thread seems to be heading in the same direction as the previous. Perhaps you could re-label this one as simply volume 2 of the initial one, and provide a back link for anyone interested? No? Thought not.

         

         

        @CNC 100% agree on all points

          Mark Renfrow
          Contributor II
          January 22, 2020

          Customers with both legacy and modern products have time to decide what option is best for them. 

           

          See, therein lies the problem, what is a “modern” system today, will be a “legacy” system tomorrow with the threat of obsolescence hanging over it. I’ll choose to “decide” now to stop the purchase of intentional development of five year speakers and systems.

           

          Sorry. Headed to Amazon next for a rare user review from this long time Prime member.

            Johnnydot
            Enthusiast I
            January 22, 2020

            You have got to be kidding!! I spent thousands on your products. First I wasn’t able to use music off my phone anymore. So I bought a desktop. Now my stuff will be obsolete, and not able to update the system??? What kind of a scam is this turning into. Who sells a product, then forces the customer to upgrade or else?? With the amount of money I sunk into Sonos, I will be forced to consult a lawyer to get a refund if this doesn’t change!

            I think its called blackmail with a side order of extortion!

              user_end_of_lifed
              Enthusiast II
              January 22, 2020
              1. No, Sonos players are a system and won’t operate properly with different versions in one system.

              It is ENTIRELY within Sonos’ gift to change this. This is not a fundamental law of the universe.

              Modify the software.

                MrSwadge
                Enthusiast I
                January 22, 2020

                So Sonos will still release firmware to fix bugs. Will a streaming service that is currently supported changing API be considered a bug and receive a fix on legacy hardware?

                This is the crux of the issue for me. If say Spotify changes something that means Sonos needs to change, then will it get fixed? I don’t see “upgrading” at 30% reduced price as an incentive, far from it. 

                  user_end_of_lifed
                  Enthusiast II
                  January 22, 2020

                  Here’s some exciting news on the upgrade program!

                  https://www.ebay.co.uk/sch/i.html?_sop=10&_osacat=0&_odkw=sonos&_from=R40&_trksid=p2334524.m570.l1311.R7.TR12.TRC2.A0.H0.TRS0&_nkw=sonos+play+5&_sacat=0

                  Lots of people choosing to upgrade their end of life’d kit to MONEY they can spend on an alternative product.

                    PeteD
                    Enthusiast I
                    January 22, 2020

                    Ryan - this is the most concerning thing (for me at least) - you say: Streaming services will work the same as well, but at some time in the future, service software changes might cause it to degrade or stop working. - So you are confirming that you won’t be updating legacy devices to cope with service software changes. It seems unlikely that these changes would impose unrealistic demands on legacy devices, so why won’t you be updating the software?

                      shonasdaddy
                      Enthusiast I
                      January 22, 2020

                      another bad move. closing the original thread and creating this new topic. unbelievable...

                      keep the angry complaints coming….. dont interact with sonos support. shaft them big time like they have just done to us.

                      game over. 

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