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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
    Matthones
    Lyricist I
    Jan 24, 2020 2:01 AM UTC

    Hello

    I just received the email from your CEO reassuring me that my Legacy Product will continue to be operational moving forward.

     

    Does that mean you will reinstate my previous ability to play the music stored on my iPhone? I do not wish to subscribe to a streaming service and was very happy with this feature.

     

    Where I live we have limited internet access so the system becomes landfill if I cannot.

    Translate
      chickentender
      chickentender
      Jan 24, 2020 2:02 AM UTC

      Of course all of the “Legacy” products will become obsolete, just like the Dock, Controller 100, Controller 200 and the Bridge did.  Its just a matter of time.  I will not spend another penny on Sonos.  I’m switching over to Bluesound and the BluOS.   Check it out at Bluesound.Com.  They even support Hi Resolution audio which Sonos does not.  Sounds better anyway. 

      Perhaps this is what the forum here should be discussing here now that we know the evil empires goal....what platform will you switch to?  Bluesound, DTS Play-fi, Naim MuSo??  Much research to do in short order!!

      Here:
      https://en.community.sonos.com/controllers-software-228995/the-sonos-brexit-and-a-pragmatic-way-past-it-6836056

      Translate
      Cadet57
      Cadet57
      Contributor I
      Jan 24, 2020 2:06 AM UTC

      Well like many here, I have been “collecting” and adding Sonos hardware and createing zones of distributed Audio.  Now I have 13 Zones. These are a mix of ZP100’s 120’s Connect’s and even the Playbar and Sub..  I have been a huge fan, supporter, and customer.  To actually announce that you will not support/update product that customers have spent Ten+ years to acquire, it an outrageously dumb thing to announce.  (from a marketing standpoint) Now… Customers such as myself will actively question the viability of continuing to be such.  I have not researched alternatives, because of my commitment to Sonos.  Mr. Spence, should choose not to alienate such a body of clientele, if at all possible.  I have some really Obsolete product (two of their re-chargeable remotes and even the iPod Dock)  I’d be happy to trade them in for a product discount.  What I don’t know, is if their new Port and Amp really Sound better…  If they do not, why would I bother. That is likely why they played the “support card”  I have zones with a Connect and an Amp from Parts Express, that can be triggered by signal that perform great.  That’s what has made Sonos cool and fun.  

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      Sheamus
      Lyricist I
      Jan 24, 2020 2:07 AM UTC

      Yes I would like to hear people’s opinion on what company and product to switch to now Patrick has balls up the company and set a course for destruction.  As you all had the same vision as I did your thoughts would be most appreciated.  PS.  I was just about to buy a sound bar and sub for the new TV, lucky I didn’t.

      Translate
        User818898
        Contributor I
        Jan 24, 2020 2:08 AM UTC

        Yea...so it doesn’t seem that letter from the CEO did much. Nice try. But you still haven’t moved past “the start” in my book.  I jumped on the Sonos bandwagon when it first started. I have even done some Beta Testing because I love the system...but now…..not so much.

        A 30% discount for people that believed in you from the start and promoted you to others, paid hundreds or even thousands to support you, and have done Beta Testing for free….? Unimpressed……

        Suzanne from Maryland

        Translate
          annascott
          Enthusiast I
          Jan 24, 2020 2:08 AM UTC

          Does anyone have experience in other whole of house/multi room systems? I thought BOSE or Denon had one, but havent really read up on the pros and cons. 

          My main things i would need is google play streaming services, but able to access my network harddrive to play my song collection. And have an Amp to feed outdoor speakers.

           

          So gutted i bought a Beam and Sub last year to compliment my other devices. 

          Translate
            Brianakos
            Contributor I
            Jan 24, 2020 2:10 AM 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

            Words cannot describe my disappointment in Sonos.  I have invested thousands of euros in you. My "legacy" speakers work perfectly well.  I do not want your updates. All I want to do is for the speakers to do what I originally bought them for.  I promise you I will never be tricked or forced into paying a single extra cent for Sonos equipment, and I regard as malicious any attempt on your part to render them obsolete.

            Translate
              allanwmay
              Lyricist I
              Jan 24, 2020 2:11 AM UTC

              I own 23 Sonos Play 5 and 3 speakers, 2 Play 1, 2 subwoofers, and numerous other products.  I expected this investment to last decades.  If you do not choose to support your original customers - the ones who believed in you initially when you were just starting - then at least offer us dollar for dollar trade-ins on replacement products.  Don't abandon or strand us when our only sin was purchasing your products!

              Allan

              Translate
                Adam_I
                Lyricist I
                Jan 24, 2020 2:11 AM UTC

                I won’t pile on with the complaints about what is the first change to what is clearly the best integrated multi-room music system (Bose is a joke by comparison - try integrating that and handling obsolescence. I moved to Sonos and haven’t looked back). You need to update the software and the hardware won’t support it, which is fair enough. The CEO message cleared things up - all good.

                But there is a problem that one of the commenters highlighted - a 30% discount isn’t reasonable when one needs to replace thousands of dollars worth of equipment due to a vendor mandated change.

                Plus I live in Hong Kong now and there is no help at all in how I get that discount. Help!

                You make great products - I bought my first Sonos over a decade ago when it was the still the E490 model.  It was part of a pair and the other broke down but one still works great.  

                not all product configuration decisions are perfect though, like not allowing pairing of a Play:1 and Sonos One.  Surely, this could have been managed?

                Translate
                  chickentender
                  chickentender
                  Jan 24, 2020 2:12 AM UTC

                  Does anyone have experience in other whole of house/multi room systems? I thought BOSE or Denon had one, but havent really read up on the pros and cons. 

                  My main things i would need is google play streaming services, but able to access my network harddrive to play my song collection. And have an Amp to feed outdoor speakers.

                   

                  So gutted i bought a Beam and Sub last year to compliment my other devices. 

                  Are you intending to replace a Sonos whole-house you have currently, or building from scratch? If the former, just get a used legacy Connect and plug some other streaming device into it, e.g. your smart TV, or dedicated box. Bluesound Node 2i is reportedly good. You don’t need to replace everything. Don't let Sonos burn you that much.

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