End of Software Support - Clarifications

Oh sure, they can figure out how to send an out of office message but can’t figure out how to get Dixie to whistle on all of my products after May!

This is a current SONOS advert.

It states that you can ‘Build your system’ and ‘expand it any time’.

Looks like somebody forgot to tell the advertising department, that the management has changed it’s mind about all of that.

No, you cannot any longer expand your system unless you throw away all the stuff we sold you 5 years ago.

Man, false advertising. 

This is a current SONOS advert.

It states that you can ‘Build your system’ and ‘expand it any time’.

Looks like somebody forgot to tell the advertising department, that the management has changed it’s mind about all of that.

No, you cannot any longer expand your system unless you throw away all the stuff we sold you 5 years ago.

Man, false advertising. 

Indeed.

I’m taking it to UK Trading Standards.
They’ll have to pull all those adverts pretty fast!

​​​​​​​

I feel like any messages this far into the thread are just shouting into the void, but I have to repeat what so many others have.  I have thousands of dollars worth of Sonos products, and had plans on purchasing, at minimum, a sub, two ones, and a move within the next 6-12 months.  This precedent is really scary, and I will certainly be holding onto my money until I see how this situation works out in May, but realistically I will be skeptical until a few additional updates come out after May, to see how the system is affected.

I spent several hundred dollars on devices that would allow my high end speakers that I’ve owned since before Sonos existed to work with my Sonos ecosystem.  The speakers from 1972 are still working just as well as they did the day they were purchased, but my Connects from a few years ago are already in need of replacement.  

I feel like I’ve been made a sucker by a brand that I’ve been touting to my friends and family for years.  

Here is what I sent to the CEO at Sonos. I expect he won’t have time to read it, never mind answer it, but I’m hoping it’s because he’s on the case pushing for clarity and a solution that will satisfy most of us.

Hi Patrick,

This is the first email I have ever sent to a CEO to complain about their product or service. I’m writing this on my iPad Pro, which I understood will likely last 5 years of full use & then as a basic tool for a function or two. My expectations were set. 

In contrast with my Sonos system, I bought a 11 unit system over several years, including a complete 5.1 Sonos system. 6 of which will become legacy in May. The brand has built up a very loyal following due to the longevity of support & updates. Only the CR100 & iPhone dock have been removed during Sonos’s 18 year history. Those decisions were completely understandable. Sonos is viewed as the equivalent Apple in the sound streaming world. Like many of your loyal customers, we have recommended Sonos to our friends & family. Inevitably, they succumb and buy lots of units and so this repeats thousands of times. You can’t buy that.

However, after your announcement a few days ago, my view of Sonos has been changed, possibly forever. Here are my concerns.

1. Even after the 30% discount, I estimate an additional cost of approaching £2000! That’s a cost I’m not prepared to take on, especially as I don’t know when the rest of my system will become legacy. Then another £2000? So, I will be on a cycle of spending possibly £2000 every 5 years just to listen to music, radio and for a 5.1 experience. 

2. Sonos is regarded as a premium brand which attracts a premium price. With the many competitors in the market and this wake up call of having to refresh several devices every 5 to 10 years, I’d rather buy a cheaper device to reduce the costs of updating.

3. The confusion and countless unanswered questions is incredible and shows how unprepared the organisation were for such an uproar from loyal customers. Your excellent reputation for support has been greatly damaged. 

4. It’s not beyond the ability of Sonos R&D to find a solution to allow legacy products to work with the newer devices. Naturally, as newer services are released, the legacy won’t be able to use them. But as stated earlier, most customers use the system for streaming music, listening to radio or stream local MP3s etc. Maybe Sonos can sell a box that acts as an interface between the 2 systems to simply stream music, radio & other basic services. I would buy that!

5. Apple have released updates that older devices will install what is designated as applicable for that device and those that aren’t, are not installed. Yet, on the newer devices, they get the full update.

6. We as customers understand that Sonos has to answer to shareholders and to explain how they will grow the business. Your competitors are growing their portfolio quicker and cheaper. I’m assuming that the cost of support for legacy systems is prohibitive. Yet, the negative response from your customers is probably going to do more damage than you imagine. Look on Amazon, social media, your forums. Read them all and you will understand the risk you are taking on, if Sonos do not provide a solution that solves some of these issues. We want basic services to continue on legacy devices and a box or other solution to allow that to be shared across both systems. We don’t need the latest and greatest on the legacy side.

7. You must inform all your resellers and yourselves to make a clear note on Sonos soon to be legacy devices, that they should buy the newer devices or at least warn them of the restrictions. I haven’t seen that. Why not? 

8. The next week and month will be crucial for Sonos and your communication must be clear and to the point. Nobody but the very few customers are going to buy or upgrade their Sonos system until there is clarity. That will be a big hit to your bottom line.

I sincerely wish you the best and hope this lapse in strategy won’t result in any further damage. The ball is in your court and all of your customers are anxiously waiting for the next step. I truly believe the future of the company is at a crossroads here and I hope you choose the right path for your current & future customers.

Have a good weekend.

Best Regards,

M

PS. Please do not refer me to your statement that you made yesterday. It’s not enough.

I have been one of the most early adopters of Sonos for more than 10 years.

I have equiped 7 different rooms in my home.

I was pushing all friends and relatives to buy Sonos products.

I feel so desappointed and furious by Sonos attitudes. I shows disrespect to customers.

From now on, I stopp buying any Sonos products (I was on the verge to equip a new appartment for my kids).

Waiting to see if Sonos really changes in the 6 next months to definitely quitt to competition or remains.

Only proof can make me changes, not promesses.

Good attitude. I’d suggest jumping off this thread, and over to another: https://en.community.sonos.com/controllers-software-228995/the-sonos-brexit-and-a-pragmatic-way-past-it-6836056/index4.html#post16398393

Maybe they should just rename the company BonoS - as it’s not about SOUND/audio any longer, it’s just a cash machine eating its own customer base for that pretty executive bonus based on short-term goals. 

Yes it’s emotional because even with the hours of wasted time over the years trying to get Sonosnet to behave (where all other WiFi devices play perfectly including 4k devices), fighting off useless updates that just seem to degrade - not improve the experience (including some that bricked wonderfully useful devices - controllers), we really loved the promise of music/audio throughout our home.  We loved Sonos, its products, and its people!  Jilted?  yeah as are millions now. 

They really don’t have much more time now to turn this thing around. 

Absolute farce!!

I'm one of the idiots that took the 30 percent offer and bought the play 5 gen 2.

Marginal sound improvement over my 2.5 year old play 5 gen 1. That's now on countdown to being bricked.

50 percent discount should have been offered. And if I'd heard this backtracking attempt at a solution I definitely wouldn't have felt the need to jump to my decision.

Leaves a bitter taste this Sonos, arrogance in the first degree!

I want my perfectly fine play 5 unbricked as a gesture of goodwill!

I knew I should have gone Google speaker when on sale before Christmas!

I buy all my Sonos kit from a company called Smart Home Systems which is an authorised Sonos agent in the UK.

Originally I thought you were saying you had a legacy Connect:Amp, but you don’t.  You are good till 2023 or early 2024, at least (maybe longer per Sonos), so this doesn’t impact you now. 

... I cant see SONOS ever doing this again, so pretty sure they will work to keep in the 256mb memory footprint….well I hope so. :)

Right up until they decide that they need 1024mb…  Strange that the Port only got 512mb?

 

Also strange that the one SL only got 512. Possible that since they don't do voice they don't need it, but the amp got 1gb and it doesn't do voice. Strange.

The amp probably needs memory to go from analogue to digital (mmm actually they probably all need to do that). 

all music consumed on those devices is digital from the start the only exception is “Line IN”