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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
    Rob NYC1
    Enthusiast II
    Feb 6, 2020 8:21 PM UTC

    Is there a way to opt out of the “trade-up” program so our equipment isn’t mistakenly bricked?

    Translate
    jgatie
    jgatie
    Feb 6, 2020 8:33 PM UTC

    Is there a way to opt out of the “trade-up” program so our equipment isn’t mistakenly bricked?

     

    Yes, just do nothing.  You have to actually check off the device on the website and agree to trade it in for it to be bricked, and there are several warnings before the final OK. 

    Translate
    chickentender
    chickentender
    Feb 6, 2020 8:51 PM UTC

    I was lucky enough to enter into Sonos with a Connect at the very end of December, 2014. :rolling_eyes:  

    “… once again things that could have been brought to my attention yesterday!”

    Perhaps, but you would not have known the impact of buying the Gen 1 vs the Gen 2(for lack of a better name) would have been back then.  Had the info been known, Sonos would have correctly stated that there is a hardware change, but no difference in functionality.  Basically what they said about Gen 1/Gen 2 Sonos Ones.  IIRC, the Gen 1 Sonos Ones were discounted slightly, so can you say you would have paid more for the potential future proofing?  I don’t think I would have personally.  This is before voice control was really a thing, and there really wasn’t quite the tech push for smart speakers and smart devices in general.

     

     

    I realize all of this, of course; that comment was rather tongue-in-cheek and really just an excuse to use a “Wedding Singer” quote.

    Translate
    czipeto
    Lyricist I
    Feb 6, 2020 8:51 PM UTC

    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

    Why would Sonos not offer a better trade up program for us committed Sonos users who have legacy products.  I currently have a Sonos connect original and the new amp.  If you want us dedicated Sonos users to continue to support the company why not offer 50,60,70% trade up.  Give us incentive to purchase a 699.00 dollar product that we have already purchased.

    Translate
    melvimbe
    melvimbe
    Feb 6, 2020 9:13 PM UTC

    I realize all of this, of course; that comment was rather tongue-in-cheek and really just an excuse to use a “Wedding Singer” quote.

     

    I recognized it from somewhere but didn’t make the direction connection.  Nicely done.

    Translate
    Danny
    snpanago
    Lyricist III
    Feb 6, 2020 10:52 PM UTC

    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

    Why would Sonos not offer a better trade up program for us committed Sonos users who have legacy products.  I currently have a Sonos connect original and the new amp.  If you want us dedicated Sonos users to continue to support the company why not offer 50,60,70% trade up.  Give us incentive to purchase a 699.00 dollar product that we have already purchased.

    I agree with this and reposting my question from a few days ago: 

    How would the collective ownership here react if Sonos valued their most loyal and invested customers with a pro rated discount? Just for thought, some appreciation for those with multiple "legacy" Sonos devices, say 70% discount on new products for those with >10 registered legacy devices. 60% for 8-10; 50% for 5-7; 40% for 2-4; and 30% for single units.

    Would something like this mollify the majority or is this still unfair?  

    We’re trying to find solutions FOR Sonos to satisfy disgruntled customers.  Sheesh!

    Translate
      annascott
      Enthusiast I
      Feb 7, 2020 12:20 AM UTC

      So has there been any official release from Sonos of the reports they are moving to a subscription/rental model for their equipmet and service?

      Not that id ever consider it, but it makes sense now after the recent announcement to kill off old speakers and customers with a view to getting new ones through subsription. Constant income stream etc...

      Translate
      upstatemike
      Feb 7, 2020 12:58 AM UTC

      So has there been any official release from Sonos of the reports they are moving to a subscription/rental model for their equipmet and service?

      Not that id ever consider it, but it makes sense now after the recent announcement to kill off old speakers and customers with a view to getting new ones through subsription. Constant income stream etc...

      It is called “Sonos Flex”. Here is an article about it.

      https://www.theverge.com/2019/10/7/20902433/sonos-flex-price-availability

       

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      DK_Madsen
      Enthusiast II
      Feb 7, 2020 5:38 AM UTC

      Worth noting though that the products with onboard voice assistance and/or home theatre functionality are going to use some memory for those functions beyond the regular multiroom audio.  Hence the reason why the SL has less memory than the One, even though it is a newer product.

      That can not be the case, Sonos has clearly stated that the reason they have to retire the older products that has less storage is that all speakers has to run on the same firmware, and now there is no more room in the 32Mbyte devices, for the firmware.

       

      If they make multiple firmwares, one for each speaker but still label the firmware with the same number, then the claim that they can not keep updating the Play 5 for example, would be void, as they could just stop adding features to the play 5 and keep sending new firmware where the only change would be the firmware revision date, to keep everything on the same firmware revision level.

      Translate
      DK_Madsen
      Enthusiast II
      Feb 7, 2020 5:51 AM UTC

      That chart is user generated and though it’s pretty accurate, it is missing a few things, such as it doesn’t list the older version of the Connect:Amp which was called the ZP120 at launch. That first version had only 32 MB of memory and was replaced by the newer version in 2015.

      How about the play 1, from what i think i have read on here, there are acutally also 2 versions of it.

       

      I Have 4 play 1’s and 2 have one hardware revision and 2 has another.

      Do these units still have the same amount of ram & rom, and will they all be obsoleted at the same time ?

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