Retired Sonos Staff

End of Software Support - Clarifications

Dec 8, 2022 11:29 AM UTC
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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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luvpame

Trending Lyricist I

Spence did try to ease the fear that legacy products will peter out after May.

Will be intrigued as to what the “alternative solution(s)” will be if Sonos can’t keep the “core experience” going for legacy devices..

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G0csteve

Contributor I

One very upset customer here!!! I was an early adopter to the Sonos platform and now you’re telling me that 70% of my equipment is EOL for your marketers to SELL MORE GOODS….welll, I’m hear to tell you, unless the deal is more fair than this….ie; % of trade in is proportionate to age and some LOYALTY credits too, you are looking at a guy who has spent Thousands of dollars with you and you give me a 30% discount to upgrade when you've raised the prices at least that much since I bought my first pieces….its bullcrap, I will look at replacing with another whole-house setup that costs less that supports its GOOD CUSTOMERS!

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Taco5layer

Lyricist III

Thank you, SONOS, for acknowledging our dismay and disappointment. While your email still says little, it is a start, at least.

Edit: Upon re-reading your statements, however, it seems I overlooked that there is nothing different being said that we’ve not already heard here - and it is unsatisfactory. We do not want our systems to be fractured. That defeats the purpose and main reason most of us purchased them for.

Copy of email received:

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 just 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.

Sincerely,
Patrick

Patrick Spence
CEO, Sonos

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M

morgan4x4

Enthusiast II

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 just 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.

Sincerely,
Patrick

Patrick Spence
CEO, Sonos

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L

luvpame

Trending Lyricist I

I think legacy devices will bring a much better trade up % if Sonos can’t keep the “core experience” going in the future.

So I would NOT trash legacy devices now, or sell them cheaply on EBAY.

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Stuart_17

Enthusiast II

There’s a new message posted from Patrick today that will help answer many of the questions we’ve seen. You can see it above in the top post, or on our blog here ‘A Letter from our CEO’.

Sorry Ryan, but that is just the same message but this time from the CEO with a few thank you’s. My position remains the same. Sonos is dead to me.

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S

Str2der

Lyricist II

This is a deal-breaker for me. Even though just a small part of my system (three ZP100) is affected, I can't rely on a system that might be obsolete from one day to another.

Already sold the ZP100:s and have started the migration to Yamaha Musiccast instead.

// Anders

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morgan4x4

Enthusiast II

does this mean legacy and modern will not sync and work together? If so, they continue to miss the mark.

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KeaauRich

Lyricist I

So now that you scared me into immediately upgrading my Play5 to keep my entire system out of the “legacy lock” situation you change your minds and tell me i could have kept my legacy device on my system without affecting the rest of my system. Thanks a lot for that… But I invested a lot of money in my Sonos gear, and I don’t want a two-tiered system. I want everything to work nicely together like you always promised me it would .

I used to very brand loyal to Sonos,,,but seems like the clowns are running the circus over there now. Why would anyone believe anything say from this point on???

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K

kwh001