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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Show previous replies

D

Deramore

Contributor I

This whole issue highlights the dependence of the IT industry on built-in obsolescence and the consequent constant replacement of hardware, in this case Sonos products. I no longer have any faith in any manufacturer. Luckily, I still have my vinyl collection, turntable and Rotel amplifier, all bought in the 1970s and working perfectly...

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IJN

Renowned Enthusiast I

This whole issue highlights the dependence of the IT industry on built-in obsolescence and the consequent constant replacement of hardware, in this case Sonos products. I no longer have any faith in any manufacturer. Luckily, I still have my vinyl collection, turntable and Rotel amplifier, all bought in the 1970s and working perfectly...

Ditto. Time to dig out the Leac deck. The Rotel amp and Celestion Ditton floor speakers are still present, using the line out from the legacy Play 5...could never see the logic of the Connect when Play 5 offered same connectivity and player as well.

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markc_UK

Lyricist I

As has been said in previous posts the 32MB internal memory limit is “simply guff” and may be viewed as poor software coding. How hard is it to download a track, queue the next one, play it and control the volume on a dedicated device?

While I remain happy with the Sonos products I have today (4) any changes that separate or limit the functionality/features that I have today will mean than I cannot trust Sonos not to cut me adrift in the pursuit of sales of newer devices.

I have accepted the high price tag associated with Sonos as I beleived that this meant the product will work for many years to come.

Time will tell how many customers Sonos looses - at the moment I will not be investing in any more Sonos kit as I cannot be sure they will last.

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drmrbrewer

Avid Contributor I

What a shockingly poor decision. I've already invested thousands in my Sonos system, and have always explained to others how brilliant in is that Sonos are always innovating and improving even existing systems by releasing regular updates. I had always assumed that the company ethos was to build up a strong and loyal band of supporters and admirers, buying into this Sonos ecosystem.

That respect has vanished overnight.

Because my system has one legacy device, the whole system will be cease to receive updates? Wow!

And this "clarification" that you will seek to separate legacy from new, so that they operate independently? Not good enough. The beauty of the Sonos system is that they form a network between themselves, and if you lose one link in a crucial part of the network, the whole network suffers.

This is just so disappointing. I would possibly consider upgrading that device, but my sense of loyalty has gone. Next year, will it be other devices that are deemed to be "legacy"?

It seems that this is the thin end of the wedge.

And this loss of trust will affect not only existing customers, but will make potential new customers think twice about paying a premium for a disposable device.

What a shame.

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350edwin

Lyricist I

Lost my trust from Sonos today. Will switch to B&O or some other brand for my next sound system. Never heard om anything like this threatening customers to buy the latest hardware. Catastrophic.

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ianpilgrim

Lyricist II

@Patrick Spence

Thanks for the update email, which fails to address the fundamental issue.

Try listening again.

THE LEGACY AND MODERN UNITS MUST CONTINUE TO WORK TOGETHER - NOT SPLIT SO THAT I CANNOT PLAY SYNCHRONISED MUSIC ACROSS MY HOME.

Please go away and speak to your developers who will tell you how much effort this is, then come back once more to tell us it’s sorted.

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Erik 74

Lyricist III

I came back after a hectic week of traveling. Went through my private e-mails. And found a casual notice from Sonos my products basically will be obsolete going forward?

I find that scary and shocking and frankly also totally out of sync with sustainability.

It is a shame as I have made, for me, a big investment in Sonos and have been happy.

I will NOT replace my products at 30% discount or honestly at any discount. Those products will likely become obsolete too in some years?

Vow!

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RickyV

Trending Lyricist I

As has been said in previous posts the 32MB internal memory limit is “simply guff” and may be viewed as poor software coding. How hard is it to download a track, queue the next one, play it and control the volume on a dedicated device?

While I remain happy with the Sonos products I have today (4) any changes that separate or limit the functionality/features that I have today will mean than I cannot trust Sonos not to cut me adrift in the pursuit of sales of newer devices.

I have accepted the high price tag associated with Sonos as I beleived that this meant the product will work for many years to come.

Time will tell how many customers Sonos looses - at the moment I will not be investing in any more Sonos kit as I cannot be sure they will last.

Couldn’t agree more. I don’t need “new” features like not being able to use my iPhone and not having lock screen controls. The system was at its peak two years ago and really doesn’t need to do anymore than that.

I totally understand Sonos need to make money but with the price of their products compared to the market they have achieved this aim already. The more I’ve thought about this situation over the last few days the more furious I’ve become.

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ramonreyesjr

Lyricist I

Sonos if they don’t adjust this will lose me as a customer. And I also spent thousands on Sonos

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RossJ

Lyricist III

I bought into the whole SONOS quality and good vibe characterisation and was dismayed when evil crept-in. ‘Is fabulous price and constant nagging to buy more insufficient?’ I thought, ‘trashing older products is environmentally and socially unhelpful.’

OK I am glad to see that open revolt has had an effect but whomever thought it a good idea to take the path of badness is still there! I do not mean to be rude but if your interest is only in money, then work in banking.

Other things; reduce the frequency of updates if you can.

All the best!

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