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Ryan S
Ryan S
Retired Sonos Staff
Jan 22, 2020 3:20 PM UTC

End of Software Support - Clarifications

  • Dec 8, 2022 11:29 AM UTC
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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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    4256 replies

    Show previous replies
    PV2112
    Lyricist I
    Jan 23, 2020 10:28 PM UTC

    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

    Ok I’ve been with Sonos from Day 1 as many here have also. I’m going to give them the benefit of the doubt and see how this plays out.  They have acknowledged they made a big mistake and have stated they need to earn our trust back. Hoping that’s the case!

    Translate
    pgmtls
    Contributor I
    Jan 23, 2020 10:28 PM UTC

    Sonos,

    Obviously the “end of support” announcement upset a lot of people, and it is refreshing to hear you’ll continue to support legacy equipment for as long as possible.  That said, it is disgusting that your “upgrade program” essentially means sending the old devices to the dump.  Perhaps you weren’t forward thinking enough to realize the “computer” part of the device would eventually become obsolete when you initially introduced the product. (shame on you if you did)  But knowing this is going to happen with all future products, it would be nice for the environment if you’d consider a way to upgrade the processor and memory, saving the speakers, amplifiers, and chassis from further contributing to the global garbage crisis.  

     

    Thanks for listening,

     

    Terry

    Translate
      jslack
      Jan 23, 2020 10:29 PM UTC

      Well sorry to join the rant of 1,000’s of other Sonos owners but you have asked for it…. I was an early adopter of sonos and was so impressed with the system I have steady grown the coverage within my house to seven amps, sub and playbar. Six of them are now deemed legacy units. Even with 30% discount that would be £2500+ and avoidable damage to the planet!

      Many of the previous replies raise very valid points about the software design and comparing the hardware to how PC’s have evolved. There is a massive fundamental difference with PC’s users - they can firsthand feel a difference in speed and capability. The sonos amp streams a music source (very well), no one will mind a second of buffering or whatever hardware will prevent but keep the sound quality as good as it has always been and leave us with a simple app that will have security and bug fixes.

      It is crucial you let legacy and modern co exisit or add me to the list of legacy and unloved customers.

      Translate
        faldiin
        Lyricist I
        Jan 23, 2020 10:31 PM UTC

        Thank you for fixing the Software issue. I understand that legacy devices cant get Lifetime upgrades. This makes sense as both a company and software limitations. You failed in the communications of this issue. I am very pleased with the changes. I have newer devices with my older system as well. Glad to hear they will play nice together. Keep up the great work. 

        You really should not brick the old devices. This could be a great selling point. I would donate these to friends which in turn would enjoy them. They would then add more devices. That is a failure in your marketing team. 

        Translate
        Rob NYC1
        Enthusiast II
        Jan 23, 2020 10:31 PM UTC

        Everyone - please call into the Feb. 5 shareholders call to express your displeasure directly to the CEO during Q&A session.   The shareholders who own SONOS will be listening.  Let’s let the owners of the SONOS company know how upset the customers of SONOS are.

        Feb. 5th  - 5pm (eastern time)

        (833) 236-2748, with conference ID 9666837.

        Participants outside the U.S. can access the call by dialing (647) 689-4173, with the same conference ID.

        Translate
          Gaelichunter
          Lyricist I
          Jan 23, 2020 10:32 PM UTC

          How to destroy a brand in one easy go. You had real loyal customers and whoever made this decision just doesn’t seem to care 30% discount what a joke. 

          You can burn the discount before I would ever buy another Sonos product.

          Translate
            attacama40
            Headliner I
            Jan 23, 2020 10:32 PM UTC

            just got this email:

            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.

            Ok understanding that turned to anger returns to listening.

            Fair enough….I take this at face value. It’s took time but it is a response & appears a clear response.

            I have personally posted at least 6 times asking for a senior management brief. I got one. This helps a good deal.

            Are we out the woods? No. Does it take pressure out of the system? For me …. for now...yes.

            We all spoke. It appears there is listening.

            Now we need delivery! For me this buys my relationship with Sonos that precious commodity ...time!

            As I’ve said a few times … I’m best part of £20k UK in to this relationship and until 48+ hours back, I’d not regretted any of that. Many happy nights, moments and days with Sonos. 

            As of now I’m postponing my investments BUT I’m listening and will be watching.

            Good move Sonos …. I moved, now it’s YOUR move. 

            But I would add … sharing more in days rather than “weeks” might be better to help extinguish the fire!

            Translate
              MrSwadge
              Enthusiast I
              Jan 23, 2020 10:32 PM UTC

              Thank you, SONOS, for acknowledging our dismay and disappointment. While your email still says little, it is a start, at least. We hope you can exceed our expectations, as you once did, but I now watch with a wary optimism.

               

              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

               

              We need clarity, if a provider changes their API is this deemed a bug fix or a new feature. The letter doesn’t tell us anything new. Sonos without a major content provider such as Spotify is significantly less valuable. Is that a bug fix because it’s Spotify which carries more weight than say local radio? Only time will tell.

              @MrSwadge = Yeah… I read that too quickly with far too much optimism, and missed the lack of anything tangible being offered. I quickly edited my post, still not a satisfactory response.

              @MrSwadge  and @Taco5layer, this chunk speaks to that:
               

              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.

              These devices are already strained hardware wise, but if something core to the experience changes, we’ll do what we can for as long as possible. 

              So, to be clear, you are stating that Sonos will patch breaking changes by third-party providers to keep music services functional until there is a solid technical reason that it is no longer possible. e.g. buffer underrun where the processor cannot keep up with the stream. That scenario seems unlikely given that we’re talking about an audio stream at a given bitrate which is audibly the same to most humans if increased.

              Translate
                Jorieusa
                Lyricist II
                Jan 23, 2020 10:33 PM UTC

                So have 5 products that you now want me to “trade in” and a connect, you want to “offer” a trade in. I already spent at least 3K on your above products and you want to give me a $60 off a new 500.00 product? This is worse the the iPhone trade ins. I used to recommend this product to EVERYONE.. new construction, old, business etc because of the soft ware updates. Not anymore. And now I can’t even sell these on ebay since everyone knows they are “legacy”. You’ve basically left us all with useless products.  If your going to make us trade in stuff that make it a disposable price. 

                Translate
                  jborge
                  Contributor I
                  Jan 23, 2020 10:33 PM UTC

                   

                  To simplify the question to Sonos:

                  Is the Legacy hardware at the mercy of Spotify as an example?

                  Will Spotify need to maintain 2 different apps?

                   

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