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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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    Daniel88
    Avid Contributor I
    Jan 24, 2020 5:29 AM UTC

    Can you just image if Tesla did this….

    I’m sorry since you have an older Tesla in your garage, you won’t be able to update your current model because they are incompatible with one another btw you’ll have purchase another charging station because just like apple we change the plugs with each new upgrade.   

    Are you talking about apples ligthning connector? If so you couldnt be More wrong since its 8 years old

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    einigmi
    Lyricist I
    Jan 24, 2020 5:35 AM UTC

    Two points of advice:  Remove “legacy” from all communications and let product features drive users to upgrade to new products. I personally upgraded two of my play 5’s and decided to remain on my 4 “legacy” connect amps. Even a 50% reduction couldn’t get me there. 
     

    Last message from Patrick was a start now let’s stop the conversation!

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      wjjakobo
      Lyricist I
      Jan 24, 2020 5:46 AM UTC

      Is it me or is Patrick not listening? He says he hears us but then I see zero actual change. Where is the change?? Let me be the one to determine my hardware isn't keeping up. This is a marketing ploy to sell more product. It's disgusting. And not what any of us signed up to when we bought into the Sonos system. 

      Patrick, make an actual change. Don't say you hear us and then do nothing. 

       

      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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        tristanw
        Lyricist I
        Jan 24, 2020 5:52 AM UTC

        I totally understand Sonos’ position.  I work in the tech industry where end-of-sale and end-of-life processes are pretty well understood.  I have some empathy for Sonos as they are clearly going through this process for the first time.

        I suppose I’m fortunate in some aspects … I didn’t buy the majority of my Sonos system in the first place … it was in the house when I bought the house (4 x Connect:AMP + 1 x Connect + 1 piece of junk Windows CE remote).  As such, i’ve already had the benefit of Sonos technology for over 8 years.  I’ve added to the system since then (Sub which I’m a bit worried about interoperability in the same room with Connect:AMP and Play:5). 

        That said, with this info, I’m sort of happy now that I recently decided to upgrade my media room with something other than Sonos (due to lack of support for newer sound formats etc.).  Just about everything streams these days so there are plenty of other choices out there if you don’t need multiple zones working in unison.

        The way I see it, in the same time-frame, I’ve probably been through about 4 iPhones / Android phones, a couple of tablets and probably on to  the 3rd MacBook … the reality is if you want the new software and features then you generally need to upgrade the hardware at some point. 

        I think the 30% trade in offer for the old gear is pretty generous.  As long as they don’t try to develop a “software subscription” model on top of my next purchase then I guess I’m going to bite the bullet and start saving … might have to replace the system in dribs and drabs so hope that the trade in program lasts for a long period … list price for what I need to replace is AUD$4,600 (maybe I’ll be a bit more strategic about which units I buy and where I place them based upon my current usage).  For those of you who who are too frustrated … there is still a grey market (eBay) to dump your devices but I think the Sonos offer is probably better given this announcement.

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        atebit
        Avid Contributor I
        Jan 24, 2020 5:53 AM UTC

        So now Sonos has gotten it wrong twice...the first announcement, and then, saying the same thing over again. 
         

        I’m reminded of the South Park “We’re Sorry” parody of BP...

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          Mike_195
          Trending Lyricist I
          Jan 24, 2020 5:54 AM UTC

          I lost trust and respect in Sonos when they decided to brick the Sonos CR100 and I vowed never to buy their products again.

          Today, my venerable system of ZP100, ZP120, Play:5 and 3 CR100’s continues to work satisfactorily.

          I sympathise greatly with everyone affected - this is not what you bought into.

          Trust no one.

           

           

           

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            mmca22gr
            Enthusiast II
            Jan 24, 2020 6:05 AM UTC

            I purchased 4 Sonos devices four days ago, basing my decision on the good reputation of the brand. Then came the announcement that at some point in the not very distant future the equipment will cease to function as promised. What a mistake I have made.  Obviously, this  will be my only Sonos purchase.

            Return them

            I bought more SONOS GEAR 74 days ago and I am returning them. 
            no hope for this company now. 

            only when people return the product for refund where possible and also stop buying will we get resol

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              DK_Madsen
              Enthusiast II
              Jan 24, 2020 6:07 AM UTC

              Wow this is taking off, most media outlets in my country have now run the story on how Sonos is taking whole audio system’s ransom, how they gave very little notice in advance and how the company is screwing over the enviroment with this planned obsolescense.

              Their Trustpilot rating is now at 79% of reviews only giving it 1/5 which is the lowest and the comment section on the media sites, under the news of this, is filled with livid people vowing to never buy another sonos product.

              This is gonna hurt REAL bad for sonos, a lot of people that has sonos and was looking to expand will now NOT buy any more, and the thing i think sonos has forgot the most is that sonos is very much a product that is “advertised” by current owners, and if they say “Dont buy sonos” i bet, that is gonna hurt their sales as well.

              I dont hope that sonos had anticipated this in advance and just shrugged their shoulders because this is bad, and i mean “Real risk of going out of business” bad.

               

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                keitheva
                Avid Contributor I
                Jan 24, 2020 6:26 AM UTC

                Why are you still selling obsolete products that will not be supported after May? Not a word about this on the Connect UK product page.

                 

                https://www.sonos.com/en-gb/shop/connect.html

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                  JMBare
                  Contributor I
                  Jan 24, 2020 6:29 AM UTC

                  This is absolute TRASH.

                   

                  I am still angry over the removal of lock screen controls from iOS devices, but this is too far.

                   

                  I have 24 devices on my current system, many of which were manufactured around the same time as my Play 5 and Connect which has been affected.  How long before my Play 1s and Play 3s are affected in the same manner?  What about my wayyyy overpriced Playbar and the 3 Subs in my house?

                   

                  30% for “Trade-In” is an insult considering you offer a 65% discount for third party employees who stand to lose nothing at all.  

                   

                  Certainly this will land in a brand ending class action suit.  It’s unfortunate that a brand I have trusted and proselytized for years is abandoning me.

                   

                  Well, here’s to hoping the inevitable class action suit will pay enough to replace the stuff in my house.

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