Retired Sonos Staff

End of Software Support - Clarifications

December 8, 2022 at 11:29 AM
4256 replies
269801 views

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

chickentender

The reason given for end of life is that my existing devices “do not have enough memory or processing power to sustain future innovation”.

That may be correct for some new features. I am ok with this and fully expect not to get new features.

However, it is absolute rubbish regarding supporting the existing feature set that my devices have. The majority of changes will be keeping up with any interface changes that third party services like Spotify may make. These are extremely unlikely to require any more memory or processing power than my device have. In fact, it is an almost certainty that no changes will be made that my devices cant handle.

The only reason SONOS are doing this is for cost of maintaining the software. There is no technical reasons whatsoever. It is to protect the bottom line.

As an owner of a software company myself, I know maintenance costs. Customers cannot expect support for free forever. I would consider paying an annual maintenance fee for the small amount of work to maintain existing features that would be required over a year. Why is that not an option?

I’ve been resisting making the same comment having read the same point made by others as I feel it lets the organisation off.

But I have to say, so would I.

I do not know the background or detail (and it may be confusing the discussion) but there has been discussion about creating a web based interface.

But to pay a modest fee for maintenance and keep the invested hardware live would be a way forward for me.

This would allow HW failure to be a natural phase out. And I would buy/replace with new Sonos product if this were to become a reality.

Perfect answer? No. Better than right now? I’d say so. But might not be enough for all.

I’m sure that would entice some. It wouldn’t interest me. Everything is a subscription these days and it is growing. I have been actively looking for all possible ways to reduce this in my household, not add to it. But I do understand the sentiment.

K

KingPin

Enthusiast II

Yay, I just learned that my new Beam has a 60 day money back period, not the usual 30! Off it goes back to the store tomorrow :)

B

BetrayedCustomer

Lyricist I

What an enormous disappointment to see such a cynical move from Sonos. An utter customer betrayal. This is hardware that streams audio and it is inconceivable that all of a sudden it should be cut off and the system become worthless. Inconceivable too that a workaround couldn’t be found if someone could be bothered to look.

This announcement is clearly the beginning of a move to make the system non functional within a relatively short window and I for one will not trust Sonos with any more of my money in buying their products.

melvimbe

We need some answers to a number of questions here:

I think a lot of questions have been answered, but they are getting buried due to the volume of people posting on the topic.

If we choose not to upgrade and continue to use our legacy equipment, will we be able to upgrade the non-legacy equipment at some point in the future? Or is this a go no-go decision in May.

I haven’t seen an exact answer to that, but there is no logical reason why you wouldn’t be able to separate your non-legacy devices into their own system and apply updates.

How long is the upgrade offer open? (not that I am likely to do it but some people might like to know)

I don’t think that question can be fully answered. In general an upgrade may require you to be starting from a specific previous version or greater, if the upgrades are incremental. I don’t think Sonos typically works that way, but is possible. Sonos has every incentive to make upgrades easy and available, since they need people to be on the latest version in order to buy products, the only way they make money and stay in business.

What are the dates for my other SONOS items to become obsolete? Given that: Moore's Law refers to Moore's perception that the number of transistors on a microchip doubles every two years, though the cost of computers is halved. Moore's Law states that we can expect the speed and capability of our computers to increase every couple of years, and we will pay less for them. They also go out of date quicker.

Again, you’re expecting Sonos to have a crystal ball here. Hard to predict what features competition and consumers will demand, and what sort of processing power is needed to meet those demands. Sonos has promised that devices will be supported for at least 5 years from the date they are released, Most of Sonos products have been supported much longer than that.

Danny

O

ooandyoo

Lyricist I

Horrible. I’m relatively new to Sonos but have a Connect:Amp that’s now considered legacy. I recently bought a beam, 3 Ones, and a sub and was looking to buy more to fill my new house. I dont really care about updates to the legacy device but not allowing my newer speakers to get updates? Cmon now. That’s complete BS. Who knows how long my new devices will even be supported…

A

aquapowers

Contributor I

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.

The statement in bold is what concerns me. If only they said “may eventually be disrupted”. I understand that partners may evolve their own services and features, but the fact that Sonos said “will eventually be disrupted” tells me that they know something they are not willing to share at the moment.

J

jrg801

Lyricist I

Posting my email to Sonos here for you all to see. We all NEED to send messages and flood them with what a horrible idea this is. We are the customers and our voices need to be heard.

This is also shortsighted as I am sure Google and Amazon are LAUGHING at the advantage Sonos is giving them. I hope the Press catches wind of this too! Maybe an annoyed reporter will write a piece on how Sonos is messing with their VERY expensive system.

-------------------------------------------------------------------------

As a Sonos customer with a Move, Play5, Play3, 2 - Play1's, a soundbar and a Beam -- I have spent quite a bit to develop my system. We recently replaced our original bridge as requested with a Boost Media Room due to the lack of support and need to enhance the speakers and sound. While there was a cost to that and I was disappointed with the fact the new product cost more than the old... we went forward with the shift.

Over the summer, Sonos offered an opportunity to trade-in older models for newer models for a discount. At the time (maybe it was in the fine print) there was no mention that the older products would no longer be served with updates or support. The push was to get newer products to enhance the experience and technology. In this time I have added the Beam and Move.

We just recently received an email stating that our Play5 would no longer get service updates or support. As a PREMIUM brand, this is a sure-fire way to really annoy your customer base and encourage me to move to Amazon and Google products that are a fraction of your cost.

At this point in time -- I plan to return my Beam to the place I purchased it, Costco -- and will encourage my wife to return the Move that she bought me for Christmas. Should you reverse your decision to stop support for equipment (that is/was more than $400 for ONE speaker, when I could have bought a receiver and whole speaker systems), I will gladly purchase the products again.

I thank you for your email as I was about to purchase a SUB, but have now decided against that purchase.

You have recently been in the news regarding your IP fight with Amazon and Google (Apple too). My kids have the Echo Dots -- and I struggled with that purchase as I was going to get them the new generation Sonos1's, but your decision right now has made it clear to me that rather than spend $199 on one speaker, buying 4 dots for less than $100 was a smart economic and business move.

My hope is that my message and that of others get you to reconsider and find a new way to handle this...

F

Fan555

Lyricist I

With your recent statement you have shown absolute contempt for your customers, do you honestly believe people who have invested thousands of pounds in your equipment would in any way throw it away and purchase new Sonos equipment albeit with a 30% discount because you have decided its no good anymore. These "Legacy" devices are working perfectly well in thousands of homes all over the world. They are not broken, they have not worn out, they are not defective in any way, they do exactly what people purchased them for.

If these devices stop working because you modify a piece of software then that in my opinion a deliberate act of software vandalism.

I am absolutely shocked at this decision. I can no longer see myself purchasing any Sonos equipment ever again and possibly more importantly will advise anyone who asks me to do the same.

There are plenty of other options out there these days and those competitors must be rubbing their hands with anticipation

Possibly the biggest Own Goal I have ever Seen!!

R

Retro Kid

Lyricist II

Oh my. Came back after posting on the other thread this morning. Thought i would catch up after dinner. Can’t believe you locked the other post. When you planning on deleting it?

Here’s my annoyance….

Over 20 or so years i amassed a huge physical music collection. After seeing Sonos many years ago, i decided to take the plunge. I was very impressed - And i built up a nice (and expensive) Sonos setup.

I never bought into the whole streaming music service thing - just purely because i would be lost if my favourite service shut down or lost the ability to play music which i enjoyed. Plus those rare and exclusive B-Sides and recordings that would never be found on a streaming service.

I then proceeded to digitise my entire music library in lossless format. Superb.

Then i hit the 65,000 limit. Frustrating, but worked round by buying a new NAS and running Plex with Plex Pass on it. Job done. I take pride in my Metadata and i enjoy my current setup.

I never ever thought my ability to listen to my own music stored on my own server in my own home, on speakers i paid a small fortune for could come to and end by a manufacturer flicking a switch.

I don’t do streaming from online services. I have a local library on Plex. 5 years ago i enjoyed listening to my music on Sonos. As i type this, i’m listening on Sonos. I expect to listen to my music on Sonos in another five or ten, even more years. I expect to renew devices as they fail etc but not bullied into trading up on a mediocre deal.

As i said previously - by all means bring out new speakers with new features and abilities i don’t need.
But please don’t screw over your existing loyal customers who have bought into Sonos ecosystem and got the company to where it is today. If i like the look of a new feature, i might buy a new device based on that if it was of interest.

I cannot afford to replace my Sonos devices because you are unable to push out updates with un-necessary features to my presently working Sonos devices and therefore force me to “trade up” or make do with speakers that will remain incompatible with modern devices. I have 5 devices all purchase in 2015 - and i wait for further emails telling me you are pulling support.

Which leads me onto my final point.

My next purchase to my Sonos system was a Playbar and amp. Not any more. Knowing fine well if i buy, you’ll switch off support in the future, even though it functions as i want it too.

Sonos, i fear for you. I think you have just committed commercial suicide and i deeply worry how you will ever recover from this. You have a lot of angry loyal customers, and a lot of making up to do.

One a happy customer, now an angry customer.

A

attacama40

Headliner I

The reason given for end of life is that my existing devices “do not have enough memory or processing power to sustain future innovation”.

That may be correct for some new features. I am ok with this and fully expect not to get new features.

However, it is absolute rubbish regarding supporting the existing feature set that my devices have. The majority of changes will be keeping up with any interface changes that third party services like Spotify may make. These are extremely unlikely to require any more memory or processing power than my device have. In fact, it is an almost certainty that no changes will be made that my devices cant handle.

The only reason SONOS are doing this is for cost of maintaining the software. There is no technical reasons whatsoever. It is to protect the bottom line.

As an owner of a software company myself, I know maintenance costs. Customers cannot expect support for free forever. I would consider paying an annual maintenance fee for the small amount of work to maintain existing features that would be required over a year. Why is that not an option?

I’ve been resisting making the same comment having read the same point made by others as I feel it lets the organisation off.

But I have to say, so would I.

I do not know the background or detail (and it may be confusing the discussion) but there has been discussion about creating a web based interface.

But to pay a modest fee for maintenance and keep the invested hardware live would be a way forward for me.

This would allow HW failure to be a natural phase out. And I would buy/replace with new Sonos product if this were to become a reality.

Perfect answer? No. Better than right now? I’d say so. But might not be enough for all.

I’m sure that would entice some. It wouldn’t interest me. Everything is a subscription these days and it is growing. I have been actively looking for all possible ways to reduce this in my household, not add to it. But I do understand the sentiment.

Yeah I tend agree … also trying reduce here achieve the same but I could probably ‘grimace and bear it’ rather than have all my white and black boxes dumped in the ‘small appliances’ skip at the recycling center.

On balance I’d rather folk our financially for dubious services than folk out for planet blighting miserable plastic and electronics. Here speak-eth a current user of a 2003 Nokia E61 and yet to move to smartphone world.

I get that most might not take the same view

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