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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
    kassey22000
    Enthusiast II
    Jan 28, 2020 7:39 PM UTC

    Upgrade kit?  I’ve tried to read every post in this and a few other corollary topics regarding Legacy components and if I’ve missed something, I apologize in advance. 

    From reading other threads, the issue of Legacy seems to come down to memory, not CPU processing power (regarding Legacy vs. Modern units).  We now know that Sonos slip-streamed more memory into old boxes up until about mid 2015 (that’s why you can have a mix of legacy and modern Connects and Connect AMPs, etc.).  Modern components have more memory. 

    Ok, so give us a memory/firmware upgrade kit/path.  Peachtree Audio (an early marketing partner with Sonos for the ZP80) has a kit that upgrades their premium amplifiers to the new bluesound-like WiFi streaming and BT abilities for a very fair price if you own one of their excellent amps. 

    Many of us have replaced batteries for the old Controller 100s with no difficulty even though it looked daunting initially - of course that’s before Sonos did actually brick them with a single update (yes John B. bricked!).  There were even several YouTube videos on how to easily take apart the unit and upgrade the parts inside.    

    Offer the parts at Sonos’ COGS, and offer a fair replacement option for those who wish not to tinker but like us can’t justify the stupid extra expense for new AMPs and Ports while having to chuck our old gear in to the (already overflowing) e-waste stream. 

    What? you say... this company is public... they have to depend on boosting sales at the expense of their brand and legacy customer good will?   They HAVE to remove the future liability costs of supporting 5+year old products?  Then perhaps that is really what this is all about.  Is Sonos only driven by Wallstreet’s demands for short-term quarterly growth and not long-term survival?   Short-term investors want short term results, but that kills a lot of long-term plans and ultimately kills great companies as well. 

    Memory upgrade kits to keep us in the long-term loyalty/brand ambassadorship circles while we ponder your next wiz-bang products and services.  Just a thought ;-)

    And to the wonderful support and sales staff at Sonos - You’re great people and all of us wish you the very best.  I sincerely hope this will turn out great for all concerned. 

    Translate
      Wkelkel
      Enthusiast II
      Jan 28, 2020 7:40 PM UTC

      I can definitely confirm that this issue is in fact being taken seriously by Sonos and they are working to come up with solutions. I myself have been very critical on this thread, but now after correspondence sent and a follow up conversation today I fully back Sonos following some truly excellent customer service and attention to my particular issue. I would not have expected such a positive reaction from any company but Sonos delivered today! 

      Well done Sonos and thank you for listening. 

      A true specialist company that does care about its community!

      Really?

      I emailed on 23rd to ask to return 5.1 beam system and had no response. 

      Today I had to call them and they said they would email return labels - nothing so far. 

      In November they told me  could upgrade some products and get 30% off. 

      I did this with a Play 5 and got the 30% credit. I bought the 5.1 beam setup and now with the fact that Sonos will no longer be a whole house audio company I wish to return the goods. Sonos *knew* in November what the plan was and mis-sold these items. I get my money back but an down a Play 5 - it went to the local recycle centre

      They need to solve that problem or else I will go to the small claims court over this. 

       

       

      Put your issues together in a factual bullet point email, tell them what you had hoped would happen and see what happens. They will call you back and work it through. That’s what I did and i was called back within a day. As I say ALL the Sonos management are working through this!

      Translate
        DK_Madsen
        Enthusiast II
        Jan 28, 2020 7:44 PM UTC

        Upgrade kit?  I’ve tried to read every post in this and a few other corollary topics regarding Legacy components and if I’ve missed something, I apologize in advance. 

        From reading other threads, the issue of Legacy seems to come down to memory, not CPU processing power (regarding Legacy vs. Modern units).  We now know that Sonos slip-streamed more memory into old boxes up until about mid 2015 (that’s why you can have a mix of legacy and modern Connects and Connect AMPs, etc.).  Modern components have more memory. 

        Ok, so give us a memory/firmware upgrade kit/path.  Peachtree Audio (an early marketing partner with Sonos for the ZP80) has a kit that upgrades their premium amplifiers to the new bluesound-like WiFi streaming and BT abilities for a very fair price if you own one of their excellent amps. 

        Many of us have replaced batteries for the old Controller 100s with no difficulty even though it looked daunting initially - of course that’s before Sonos did actually brick them with a single update (yes John B. bricked!).  There were even several YouTube videos on how to easily take apart the unit and upgrade the parts inside.    

        Offer the parts at Sonos’ COGS, and offer a fair replacement option for those who wish not to tinker but like us can’t justify the stupid extra expense for new AMPs and Ports while having to chuck our old gear in to the (already overflowing) e-waste stream. 

        What? you say... this company is public... they have to depend on boosting sales at the expense of their brand and legacy customer good will?   They HAVE to remove the future liability costs of supporting 5+year old products?  Then perhaps that is really what this is all about.  Is Sonos only driven by Wallstreet’s demands for short-term quarterly growth and not long-term survival?   Short-term investors want short term results, but that kills a lot of long-term plans and ultimately kills great companies as well. 

        Memory upgrade kits to keep us in the long-term loyalty/brand ambassadorship circles while we ponder your next wiz-bang products and services.  Just a thought ;-)

        And to the wonderful support and sales staff at Sonos - You’re great people and all of us wish you the very best.  I sincerely hope this will turn out great for all concerned. 


        Unless you are able to solder soic or maybe even BGA, you wont be able to upgrade

         

        Even if you could, you would need a way to flash the speaker with some firmware to be able to wake it up again.

         

        This would be tricky, as they would need to know a way to reprogram the unit with the real serial.


        To be honest, it sounds like something that only a very few users would be able to achieve.

         

        Maybe they could make swap boards, where they took old Play 1 and amp boards, and remanufactured them with more RAM and ROM, and then you could buy a swap PCB, which they would then program and sell to the next person, but even that, would require people to disassemble the speaker and do some swapping, which would even make it impossible for some users.

        Translate
          Wkelkel
          Enthusiast II
          Jan 28, 2020 7:52 PM UTC

          Try reaching out to customer service, you might be surprised at who calls you back.

          I should not have to call customer services should I?

          I emailed and got an unbelievable call back the next day. First class company and I take back everything that I ranted about on this thread. Sonos haven't lost it!

          What specifically did they say?

          They looked into my issues and came up with a great solution for me. Everybody at Sonos from reception to boardroom is on this.

          To be honest mate I would expect everyone at Sonos from the guy that mows the lawns to the Janitor that cleans the bogs “is on it” as you put it. One would hope that  a corporate clusterfuck of such immense proportions would focus the attention somewhat!!!!

          Yep that's what you'd think and they are actually are doing it. So from me it's fair play to Sonos. Fifty pages back I was just as angry and disappointed. A quick email sent telling them my beef and what I wanted and  a truly great call back today and I'm now I'm fully backing Sonos. You wouldn't get that customer service anywhere else for me.

          Translate
          kassey22000
          Enthusiast II
          Jan 28, 2020 7:53 PM UTC

          Upgrade kit?  I’ve tried to read every post in this and a few other corollary topics regarding Legacy components and if I’ve missed something, I apologize in advance. 

          From reading other threads, the issue of Legacy seems to come down to memory, not CPU processing power (regarding Legacy vs. Modern units).  We now know that Sonos slip-streamed more memory into old boxes up until about mid 2015 (that’s why you can have a mix of legacy and modern Connects and Connect AMPs, etc.).  Modern components have more memory. 

          Ok, so give us a memory/firmware upgrade kit/path.  Peachtree Audio (an early marketing partner with Sonos for the ZP80) has a kit that upgrades their premium amplifiers to the new bluesound-like WiFi streaming and BT abilities for a very fair price if you own one of their excellent amps. 

          Many of us have replaced batteries for the old Controller 100s with no difficulty even though it looked daunting initially - of course that’s before Sonos did actually brick them with a single update (yes John B. bricked!).  There were even several YouTube videos on how to easily take apart the unit and upgrade the parts inside.    

          Offer the parts at Sonos’ COGS, and offer a fair replacement option for those who wish not to tinker but like us can’t justify the stupid extra expense for new AMPs and Ports while having to chuck our old gear in to the (already overflowing) e-waste stream. 

          What? you say... this company is public... they have to depend on boosting sales at the expense of their brand and legacy customer good will?   They HAVE to remove the future liability costs of supporting 5+year old products?  Then perhaps that is really what this is all about.  Is Sonos only driven by Wallstreet’s demands for short-term quarterly growth and not long-term survival?   Short-term investors want short term results, but that kills a lot of long-term plans and ultimately kills great companies as well. 

          Memory upgrade kits to keep us in the long-term loyalty/brand ambassadorship circles while we ponder your next wiz-bang products and services.  Just a thought ;-)

          And to the wonderful support and sales staff at Sonos - You’re great people and all of us wish you the very best.  I sincerely hope this will turn out great for all concerned. 


          Unless you are able to solder soic or maybe even BGA, you wont be able to upgrade

           

          Even if you could, you would need a way to flash the speaker with some firmware to be able to wake it up again.

           

          This would be tricky, as they would need to know a way to reprogram the unit with the real serial.


          To be honest, it sounds like something that only a very few users would be able to achieve.

           

          Maybe they could make swap boards, where they took old Play 1 and amp boards, and remanufactured them with more RAM and ROM, and then you could buy a swap PCB, which they would then program and sell to the next person, but even that, would require people to disassemble the speaker and do some swapping, which would even make it impossible for some users.


          Thanks DK... it was a fun dream while it lasted.  Well lesson learned, (as others have voiced already here, on the other sites, and even “The TechGuy” on YouTube).  Don’t purchase premium-priced smart speakers - buy good speakers and separate out the smart bits that will eventually be e-waste.  At least you have part of your sound system left for the enviable availability of Ultra HD/Hi-Res Hi-Bit audio. 

          Translate
            KingPin
            Enthusiast II
            Jan 28, 2020 7:54 PM UTC

            Try reaching out to customer service, you might be surprised at who calls you back.

            I should not have to call customer services should I?

            I emailed and got an unbelievable call back the next day. First class company and I take back everything that I ranted about on this thread. Sonos haven't lost it!

            If that is true it’s astonishing that they don’t clarify in public! This lack of communication is killing the company. 

            Translate
              ericgreenspan
              Lyricist II
              Jan 28, 2020 7:57 PM UTC

              I’m just gonna say that I took your advice @Wkelkel and they took great care of me and solved all my problems. It just took escalating it up up and up. Then, boom!

              Translate
                Aowdam54
                Aowdam54
                Lyricist III
                Jan 28, 2020 8:02 PM UTC

                Well, if no one else will speak up fro Sonos I will.

                My system has worked flawlessly ever since I purchased my first 1st gen Play-5 many years ago.

                Never an issue, not even with the updates that fail ever so often on other systems.

                I accept that the older products can not be updated forever and if there will be a solution in May where newer products can be updated while the older ones remain as-is that’s fine with me.

                So, I’m still in!  


                Are you in if you cant group/stream your legacy devices with the new ones? If they are two diff systems?

                Of course that will be annoying but to be honest I don`t use the grouping that much. It will be worse if some streaming services stop working on the old system.

                But I still feel positive about Sonos and think they deserve to know that not everyone is going to sell out and speak ill of Sonos forever after.

                And I still remember when the updated app was introduced - the phrasing in the comments was pretty much the same as this time. Although admittedly this time the problem is more serious.

                Translate
                Aowdam54
                  Whitenoise
                  Enthusiast I
                  Jan 28, 2020 8:03 PM UTC

                  I’m just gonna say that I took your advice @Wkelkel and they took great care of me and solved all my problems. It just took escalating it up up and up. Then, boom!


                  That's great. Are their solutions confidential or re either of you able to explain what they did or said to convert you?

                  Translate
                    PhilRobbo
                    Lyricist III
                    Jan 28, 2020 8:05 PM UTC

                    I’m just gonna say that I took your advice @Wkelkel and they took great care of me and solved all my problems. It just took escalating it up up and up. Then, boom!

                    I have to say, I am sceptical. If they can resolve issues that easily then they would be doing it for everyone. If they are not doing for everyone then that is ultimately poor customer service. The bottom line is I have:

                    1. Legacy products that will necessiate two separate systems or continual legacy system running.
                    2. The prospect that at an unspecified and completely out of my control date my legacy products will cease to be able to stream music which makes them worthless.
                    3. I will either have to junk my system or commit to upgrade e.g. buy everything I have already bought again at 70% of the price I have already paid and this could go on and on.

                    If there is an easy way out of this I’d like to hear it. What I am hearing is loads of technical “jury rigging” solutions which I could never hope to execute for myself and one poor Sonos guy trying to answer questions which essentially are unanswerable.

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