End of Software Support - Clarifications

End of Software Support - Clarifications
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4256 replies

T

I am happy to try to help. Let's give it a go. What is the current situation? Are you currently using the S1 or S2 Sonos system and app?

You are very kind.  The S2, but it isn’t able to locate my speakers. Even on the rare few minutes that it located them earlier today, it showed that music was playing, but no music was coming out. No, my mute wasn’t on. The Geek Squad did a reset, and that seemed to work for a while, but after about 10 minutes, the speakers lost connection again.

J

I am happy to try to help. Let's give it a go. What is the current situation? Are you currently using the S1 or S2 Sonos system and app?

T

OK. I apologise for that. But the Best Buy Geek squad are talking rubbish.  Are you willing to give it another  half an hour?

I appreciate your apology.  I am 67 years old and not at all tech savy, but when the Geek Squad couldn’t even find the problem, I lost it. These speakers, as you know, weren’t cheap. Just a senior-citizen who wanted to enjoy Christmas music. Lord knows there hasn’t been much to enjoy of this year.

J

The first point to note is that your speakers are not 'legacy' but are still fully supported.

J

OK. I apologise for that. But the Best Buy Geek squad are talking rubbish.  Are you willing to give it another  half an hour?

T

These speakers work perfectly.  A local issue that you could resolve fairly easily if you tried rather than rant on here.

I have tried for 3 days to work around this problem, and it isn’t the first time it has happened. I even had Bestbuy Geek Squad out. They couldn’t figure it out either, other than to say the new App isn’t compatible. So, think before you try to make someone look bad.

J

These speakers work perfectly.  They are even fully  supported,  not legacy. A local issue that you could resolve fairly easily if you tried rather than rant on here.

T

I have two Play 3 and one Play 1that I purchased less than 5 years ago. I am furious that none of them work any longer. The new app keeps dropping the speakers from my system.  I will NEVER (and yes I’m yelling) buy another Sonos product again, nor will I recommend to my friends.  The post above from Sonos stated that the older products will continue to work. Liars or just poor planning? Either way, no more Sonos for me!

J

Well, glad we have revisited this one again.

F
Userlevel 1

I think “unavoidable” and “applauded” are 2 great words when used in the correct context. 
I have seen no data that reflects “unavoidable” challenges.

Only challenges that would have to be addressed if they were part of your goals to accomplish your project. 
Applauds for completing their project which was to get into the streaming market. To increase profits.

So, let’s look at it clearly. They wanted to get into the streaming profits and sell new items.
As a owner of 2  first generation  iPads I will tell you one way to guaranty no sales to to insure the older item can not get updates or “survive” in the ever increasing world of technology. 

Sonos executed the playbook.
They flaw with this playbook is if you have over a dozen s1 items and 1 dies and you have to replace it, the square peg does not fit in your round hole. Then why does the old customer return? They don’t. They go buy apple or google. The s1 users are now locked into a painful transition that well happen because things break. I have a lot of Sonos, but I don’t know anybody who has the money to go replace dozens of Sonos items at one time. And who would after Sonos just proven that they would push you into this position. 
Sonos didn’t do a bad thing by trying to progress, they did a bad thing by the feeling that they gave there previous customers and those previous customers are your returning customers if they continue to feel the warm and fuzzy. 
Just an observation. 

J

Since this thread has so much history, I’ll simply say that my first and only purchase was three Sonos Ones.  Seeing this and all the topics not responded to is ending any future purchases, you lost selling 5 current speakers from me alone by Spring 2021.  Guess I will converse with you all again after Sonos goes belly up and is bought out.  Or maybe not!

People on this forum have been predicting the demise of Sonos for at least as long as I have been a forum member.

The most common reason given is that Sonos has not implemented some pet feature that the poster thinks is essential.

Eventually, I suppose, somebody may be right, but don't hold your breath  

N
Badge +2

As for 106rallye, I am glad you get the service you expect.  My expectations are different and are not even being considered.  I wish you many years with Sonos.

N
Badge +2

All, those in the community who define the Sonos customer base as those who only do streaming services versus local files for music have been clear, saying that support and product development for local collections are irrelevant, tell me a lot.  That their profits are from a userbase that only does streaming (90% of the community) are probably right.  Why should Sonos develop any code changes for only 10% of their community?  People who suggest changes don’t even get knowledge of receipt of the suggestion and for sure, as far as I can tell, there has only been one change in 3 years that I wanted, Four others remain totally unaddressed, unreceived, and not rejected.  That’s not a company I choose to do business with.    Certainly, if a speaker or system fails, I would call for support.  My issue is with product development and customer communications/

W
Userlevel 1

I myst admit - Sonos support has been very helpful. I got all my units back to function on S1.

106rallye
Userlevel 7
Badge +17

@nacunis Can I ask why? Your One's are still in production and will be supported for (at least) five years after production  ends. Buying elsewhere will not get you a better guarantee, certainly not at this price point.

There's a lot to say about how Sonos communicated this from the beginning, but the unavoidable split between S1 and S2, and promising to keep supporting devices that where bought as far back as 2006 should be applauded.

N
Badge +2

Since this thread has so much history, I’ll simply say that my first and only purchase was three Sonos Ones.  Seeing this and all the topics not responded to is ending any future purchases, you lost selling 5 current speakers from me alone by Spring 2021.  Guess I will converse with you all again after Sonos goes belly up and is bought out.  Or maybe not!

W
Userlevel 1

Rethink your market strategy Sonos or loose all your customers

W
Userlevel 1

Well this has made me rethink the entire concept.

This will happen again when the newer ones are not up to the job in a few years.

If I spend a load of money trading in my old Sonos, that is just kicking the can down the road.

Clearly I’m not going to add more Sonos to my house now.

Patrick, the CEO says:  “I hope that you’ll forgive our misstep, and let us earn back your trust.​​​​​” - OK, give me a 70% discount on replacing my Play 5’s and you will have earned my trust back. But you’re not that sorry are you? Only 30% sorry….


Agree - you cant trust Sonos with such moves

W
Userlevel 1

I am a long time Sonos user and have spent thousands of dollars on your products. I am no longer going to spend a single penny on your products any more. 
 

I don’t even own these ”obsolete” products. I’m just worried now you’re going to do the same thing to the speakers I bought only 4 years ago. I can’t trust any speaker you sell today will become obsolete in a couple of years. I want my system to continue to receive updates and work with older speakers.

 

What a shame. I felt so much loyalty to Sonos


I totally agree - Brand suicide

N
Badge +1

Well this has made me rethink the entire concept.

This will happen again when the newer ones are not up to the job in a few years.

If I spend a load of money trading in my old Sonos, that is just kicking the can down the road.

Clearly I’m not going to add more Sonos to my house now.

Patrick, the CEO says:  “I hope that you’ll forgive our misstep, and let us earn back your trust.​​​​​” - OK, give me a 70% discount on replacing my Play 5’s and you will have earned my trust back. But you’re not that sorry are you? Only 30% sorry….

T

Apples program is that you send them the device at their cost and they ensure it’s recycled. 
Sonos’ program is that they render the old device useless, declare the recycling to be the users’ responsibility and [green]wash their hands of the problem.

They’re not directly comparable policies, are they?

 

Sonos offers the same policy.  You can ship your units to them at their cost and they will recycle them.  It's not mandatory, but you can choose to do it.

Fair enough, I didn’t realise that. Ok, objection to that aspect of the scheme resolved. 

There are other than sonos with these offers., this man ******* offers than trade-in, recycling apples.

 

 

*Moderator Note: Modified in accordance with the community guidelines.*

106rallye
Userlevel 7
Badge +17

This is new. The usual complaint is that the Sonos app will not work on older OS's….

K

 

If updates are not continued for the S1 controller then it will cease to work on new computers / phones / tablets due to OS version incompatibility, and not being able to run the S1 controller will render my system useless. 

Sonos must commit to at least minimal updates to the S1 controller.  There should be no requirement that I stop updating one of my computers for the sole reason of not bricking my Sonos system.

Does it really work like that - I know that the Sonos controller will not work with older OS but does the reverse, in general, apply? Do older apps not continue to work on the latest OS on phones or computers?

That said, Sonos has committed to minimal updates to the extent needed to keep the S1 controller at present functionality.

T

Legacy products, using the S1 software, continue to operate exactly as they always have. There has been no reduction in functionality. 

If you’re experiencing an issue, I’d encourage you to open a new thread in the ‘Ask a Question’ area of the forum, and provide details of your situation, so that you can get help in resolving your issue.

 

Sorry but this is absolutely false.  Legacy products will **not** to continue to operate for much longer.  If updates are not continued for the S1 controller then it will cease to work on new computers / phones / tablets due to OS version incompatibility, and not being able to run the S1 controller will render my system useless. 

Sonos must commit to at least minimal updates to the S1 controller.  There should be no requirement that I stop updating one of my computers for the sole reason of not bricking my Sonos system.

Airgetlam

Legacy products, using the S1 software, continue to operate exactly as they always have. There has been no reduction in functionality. 

If you’re experiencing an issue, I’d encourage you to open a new thread in the ‘Ask a Question’ area of the forum, and provide details of your situation, so that you can get help in resolving your issue.

Bruce
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