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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W

WSu

Enthusiast II

“simple magic box” sounds quite dismissive of the idea of the device. The thing is, it would not only solve the current issue but it would also ensure reasonable confidence in the products going forward. Device reaches end of life? No issues, you flash a basic, dumb, receiver only firmware that will never die and your magic box handles actual software upgrades. Perfect? No. But *if* such a simple magic box were to come into production (at a reasonable price as it’s intention is to fix “shortcomings” in the product range, and you may need more than one to cover your estate) then I would be happy to keep buying Sonos.

That all sounds great from a consumer perspective, but does it makes sense from a Sonos perspective? We are talking about a device that only has interest in a limited market (consumers who already have legacy products, and are interested in keeping them running), that will only get smaller in time. Although I imagine Sonos would be happy to break even or take a slight loss with this product, can they do that after considering the cost of development, manufacturing, and support...all under an accelerated process to get in to consumers by May? Perhaps if Sonos could make up the loss in other sales, like an Amazon or Google could, then they could afford to take a big loss. I don’t even know if it would really help keep customers buying Sonos products, since many of the legacy effected customers will go eles where, prefer to by modern products, or are insulted that they are asked to pay at all.

As John said, maybe it happens in May, but there are plenty of reasons that it won’t happen, despite some customers feeling it would be great for their system and fix any concerns they have about Sonos.

Yes, I do not know Sonos sales figures so it’s all conjecture. All I can say is that even though I have a fully modern system currently (my Connect was the newer one) I have put all future Sonos purchases on hold because of this situation. I am looking elsewhere while taking into account that this type of situation isn't necessarily confined to Sonos, If Sonos had a guaranteed future-proofed path for historical products (even if it had SOME costs associated, hopefully a fraction of the actual products) then I would stay with them. I accept that perhaps I am a minority - I really have no idea if that is so. And I’ve already “stopped” 2 people from buying Sonos where i used to recommend them. I was honest about the situation, I didn’t overplay it, but they agreed that they were looking for “lifetime” products rather than potentially disposable technology products.

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Ken_Griffiths

“simple magic box” sounds quite dismissive of the idea of the device. The thing is, it would not only solve the current issue but it would also ensure reasonable confidence in the products going forward. Device reaches end of life? No issues, you flash a basic, dumb, receiver only firmware that will never die and your magic box handles actual software upgrades. Perfect? No. But *if* such a simple magic box were to come into production (at a reasonable price as it’s intention is to fix “shortcomings” in the product range, and you may need more than one to cover your estate) then I would be happy to keep buying Sonos.

That all sounds great from a consumer perspective, but does it makes sense from a Sonos perspective? We are talking about a device that only has interest in a limited market (consumers who already have legacy products, and are interested in keeping them running), that will only get smaller in time. Although I imagine Sonos would be happy to break even or take a slight loss with this product, can they do that after considering the cost of development, manufacturing, and support...all under an accelerated process to get in to consumers by May? Perhaps if Sonos could make up the loss in other sales, like an Amazon or Google could, then they could afford to take a big loss. I don’t even know if it would really help keep customers buying Sonos products, since many of the legacy effected customers will go eles where, prefer to by modern products, or are insulted that they are asked to pay at all.

As John said, maybe it happens in May, but there are plenty of reasons that it won’t happen, despite some customers feeling it would be great for their system and fix any concerns they have about Sonos.

Yes, I do not know Sonos sales figures so it’s all conjecture. All I can say is that even though I have a fully modern system currently (my Connect was the newer one) I have put all future Sonos purchases on hold because of this situation. I am looking elsewhere while taking into account that this type of situation isn't necessarily confined to Sonos, If Sonos had a guaranteed future-proofed path for historical products (even if it had SOME costs associated, hopefully a fraction of the actual products) then I would stay with them. I accept that perhaps I am a minority - I really have no idea if that is so. And I’ve already “stopped” 2 people from buying Sonos where i used to recommend them. I was honest about the situation, I didn’t overplay it, but they agreed that they were looking for “lifetime” products rather than potentially disposable technology products.

Quite opposite to you and your friends, yesterday, I added two new Sonos Ones to my existing Home audio setup… I personally don’t see an advantage in switching to another ‘similar’ brand, which may only follow in Sonos’ shadow anyway when it comes to 'product' support.

My experience of Sonos Customer Support in the past has been excellent too. (10 out of 10, in fact).

I prefer the convenience of their 'all in one' wireless smart-home computerised multi-room active speakers, that can 'pair’, 'bond' and 'group' together, rather than the thought of trying to do things with separate amps and passive speakers etc. I have (albeit briefly) viewed some of the competition, in the past, but keep coming back to Sonos.

I am more than happy to still recommend Sonos to my family and friends and love the sound, look and capabilities of their devices, particularly my new Sonos One gen 2’s. (Highly recommended).👍They sound great here. You and your friends are the ones that are missing out.

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Ken_Griffiths

I personally don’t see an advantage in switching to another ‘similar’ brand, which may only follow in Sonos’ shadow anyway when it comes to 'product' support.

A rather strange analogy, when I was referring to a home audio system.

I have made my recent purchase choice based on both the 'past' and 'present' experience of Sonos devices and their excellent track record for supporting their products. I actually prefer their devices too, compared to what competitors have on offer. I don’t see anything better, that will do exactly what I want them to do. Their speakers are so easy and convenient to add to any home ..and they sound/look just fine to me. Build quality is quite excellent. So all these things played a part in my decision to stick firmly with Sonos products.

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User694694

Enthusiast II

I personally don’t see an advantage in switching to another ‘similar’ brand, which may only follow in Sonos’ shadow anyway when it comes to 'product' support.

A rather strange analogy, when I was referring to a home audio system.

I have made my recent purchase choice based on both the 'past' and 'present' experience of Sonos devices and their excellent track record for supporting their products. I actually prefer their devices too, compared to what competitors have on offer. I don’t see anything better, that will do exactly what I want them to do. Their speakers are so easy and convenient to add to any home ..and they sound/look just fine to me. Build quality is quite excellent. So all these things played a part in my decision to stick firmly with Sonos products.

All those are fine reasons to stick with Sonos and in no way was I criticizing your decision. I was only commenting on what I quoted. You have said this multiple times, but I fail to see the logic in it. I also find it illogical that while you don’t see the advantage to switching to a different company who has not made the business decision to cut support for older products because they may very well do the same thing in the future, you do feel like you should stick with Sonos because they have treated you well in the past.

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User694694

Enthusiast II

I personally don’t see an advantage in switching to another ‘similar’ brand, which may only follow in Sonos’ shadow anyway when it comes to 'product' support.

Would you see any advantage to asking a friend for an important favor who has not let you down in the past over one who has let you down?

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Ken_Griffiths

I personally don’t see an advantage in switching to another ‘similar’ brand, which may only follow in Sonos’ shadow anyway when it comes to 'product' support.

Would you see any advantage to asking a friend for an important favor who has not let you down in the past over one who has let you down?

I would more likely look at all the available information to see which friend was best positioned to undertake such a favour and achieve the required outcome, so that it met the needs I was looking for. If that helps you at all?

The fact a friend had let me down in the past would only form ‘part’ of the gathered information that would eventually lead to my eventual choice. I find it helpful to try to leave no stones unturned when making some decisions.

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User694694

Enthusiast II

I personally don’t see an advantage in switching to another ‘similar’ brand, which may only follow in Sonos’ shadow anyway when it comes to 'product' support.

Would you see any advantage to asking a friend for an important favor who has not let you down in the past over one who has let you down?

I would more likely look at all the available information to see which friend was best positioned to undertake such a favour and achieve the required outcome, so that it met the needs I was looking for. If that helps you at all?

The fact a friend had let me down in the past would only form ‘part’ of the gathered information that would eventually lead to my eventual choice. I find it helpful to try to leave no stones unturned when making some decisions.

Then maybe you should alter your original statement to fit with your now amended explanation? Or perhaps you just enjoy saying things that don’t make sense (but fit your position) and then backtracking later?

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Ken_Griffiths

I personally don’t see an advantage in switching to another ‘similar’ brand, which may only follow in Sonos’ shadow anyway when it comes to 'product' support.

Would you see any advantage to asking a friend for an important favor who has not let you down in the past over one who has let you down?

I would more likely look at all the available information to see which friend was best positioned to undertake such a favour and achieve the required outcome, so that it met the needs I was looking for. If that helps you at all?

The fact a friend had let me down in the past would only form ‘part’ of the gathered information that would eventually lead to my eventual choice. I find it helpful to try to leave no stones unturned when making some decisions.

Then maybe you should alter your original statement to fit with your now amended explanation? Or perhaps you just enjoy saying things that don’t make sense (but fit your position) and then backtracking later?

Like your strange analogies you are not making much sense here. If anything, I feel quite sure I declared a summary of the information that I had gathered, both ‘past’ and ‘present’ in my original statement, that in turn led to my decision/recent purchase ..and to stick with Sonos?

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User694694

Enthusiast II

I personally don’t see an advantage in switching to another ‘similar’ brand, which may only follow in Sonos’ shadow anyway when it comes to 'product' support.

Would you see any advantage to asking a friend for an important favor who has not let you down in the past over one who has let you down?

I would more likely look at all the available information to see which friend was best positioned to undertake such a favour and achieve the required outcome, so that it met the needs I was looking for. If that helps you at all?

The fact a friend had let me down in the past would only form ‘part’ of the gathered information that would eventually lead to my eventual choice. I find it helpful to try to leave no stones unturned when making some decisions.

Then maybe you should alter your original statement to fit with your now amended explanation? Or perhaps you just enjoy saying things that don’t make sense (but fit your position) and then backtracking later?

Like your strange analogies you are not making much sense here. If anything, I feel quite sure I declared a summary of the information that I had gathered, both ‘past’ and ‘present’ in my original statement, that in turn led to my decision/recent purchase ..and to stick with Sonos?

The statement that I quoted was not part of your summary. Once again, I think your purchase and conclusion are perfectly reasonable for you. I simply pointed out a statement you have repeatedly made as a way of explaining away other people’s concern. Your statement doesn't make senses. It comes across that you can’t acknowledge anything that could be perceived as negative about Sonos. I love my current Sonos products, but am obviously willing to criticize shortcomings.

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Ken_Griffiths

User694694,

Ah, thats actually not the case, but I think I now see what you are doing here... You are taking part of one of my messages and highlighting that information, out of context, rather than taking the statements I made collectively... that’s perhaps a bit like me saying that **************. When isolated statements are mentioned and taken entirely out of context, it can perhaps sometime deliver the wrong message to the recipient.

I would suggest folk read my recent messages collectively, as I was trying to show the actual valid reasons why I chose to buy and stick with Sonos products.

The reasons not to buy my two Sonos Ones and go with a competitor instead were briefly mentioned and I rejected them and went onto say I would still recommend Sonos to both my family and friends.

My purchase decision is quite a valid one and still entirely justified in my book.

As mentioned earlier, before I make such decisions, I do try to see the complete picture, rather than just a part of it taken in isolation.

*Moderator Note* Off Topic

Edited quote referring to previous post. No need for anyone else to use it out of context.

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