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Ryan S
Ryan S
Retired Sonos Staff
January 22, 2020

End of Software Support - Clarifications

  • December 8, 2022 at 11:29 AM
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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

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    Futureproofnot
    Lyricist I
    January 22, 2020

    Why do Sonos believe that we should pay the price for their inability to future proof their systems. I will be really interested in what they do next , as they are now in the world of service recovery.i have no intention of spending any more money on upgrades or the likes when We have busted our arse to save and invest in the system which could be obsolete in a couple of years… No pressure Sonos but I expect you to do the right thing now.

    Translate
      KingPin
      Enthusiast II
      January 22, 2020

      Would now be a good time for Sonos to explain why the Connect (now Port) is so expensive?

      https://www.reddit.com/r/sonos/comments/benoih/are_there_any_cheaper_alternatives_to_the_sonos/


      I have never understood why it’s so incredibly expensive! It must super cheap to make. 

      Translate
        Stuart_17
        Enthusiast II
        January 22, 2020

         

        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.

         

        Will this remove the ability to group old and new products together. Will this prevent the ability to stream music across all products in sync if you own a mixture of old and new ones?!?!?

        I responded to your other thread, too, but yes, you would have two systems on your network, a modern system and a legacy system. They’d be separate.

         

        Ryan’s comment above seems to confirm that there will be not be any grouping or synchronicity between the legacy and modern systems.

        Which is the nail in the coffin I needed.  No more purchases or recommendation from me.  I’m out.

        Translate
          Scottytoohotty
          Lyricist II
          January 22, 2020

          More useful and a better shelf life than my Play 5 Gen 1…...

          Is that a Play 1?

          I suppose it might be a Play:1 five years from now, but not before. 

          If we all band together, we could use our devices to build new homes as Sonos seems to be a world leader in brick manufacture now!

           

          Translate
            iandalton1
            Lyricist I
            January 22, 2020

            Typical American marketting con! 

            I WAS a huge Sonos fan and love my equipment, but will never spend a cent with you again. Nor will I recommend to my friends. What a disgrace for a so-called upper end product supplier.

            Translate
              Lee_23
              Avid Contributor I
              January 22, 2020

              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.

              Hi. I have spent a lot of money building my Sonos system. Saving months to buy Play 1’s at first and then a couple of Play 5’s and a sub. So proud of the system and have recommended to many friends. 
              I simply don’t have £700 to replace my Play 5’s. I can’t afford to ditch and replace with a competitors system. This is quite honestly a disgusting way to treat customers. How can you treat loyal customers like this? It makes no commercial or more importantly ethical sense.

              Please think again about this decision. Don’t upgrade the software in May, it’s perfect as it is!!

              Translate
                Colincc
                Lyricist III
                January 22, 2020

                As much as I'm disappointed about this announcement, can you SONOS not develop a device to keep your loyal customers onboard that have worked / saved /advised others. To buy your products, yes it's an additional cost but at least the customer that Love Sonos can keep their older devices in (sync)... 

                I know Blue Sound do ..

                 

                With the RT100 you can pair (ANY)subwoofer with the PULSE SOUNDBAR and allow the soundbar to focus on the mid and high-range dynamics of your favorite movie and music soundtracks.

                Why Inflict this implementation upon beloved customer's.

                Translate
                  Hoobert
                  Contributor I
                  January 22, 2020

                  Shame on you

                  Shame on you, Sonos, and an insult to all of us, loyal "early adopters" who provided all the millions of $$$ for you to develop your company and create your brand for the past 15 years or so.

                  And now, you're telling all of us to go to hell ???

                  When I replace my phone/PC/watch/blender/fridge/car or any other thing I own, it is ME and only ME who decides that the old unit is TOO OLD, or too slow or whatever
                  ME, not Bosch, not Motorola not Makita. ME.
                  It's My $$$, My equipment and My decision when to move on.

                  I still drive my 25 year old BMW RT1100 for pleasure. I don't care if it's slower or less comfortable. It’s beautiful and it passes inspection in flying colors every year, and the engine sounds like new with 60k miles on it. Still original paint, even original cable ties. It’s as good as it was 25 years ago.

                  And when I visit a BMW service they treat me with respect. They know where their salaries come from. Do you?

                  What you've done is ridiculous, offensive and blatant.

                  Shame! Shame! Shame!

                  And instead of giving my next grand to you, Sonos, I’ll be happy to transfer it to Marantz and the next 500 to DALI.

                  How many more will follow? You do the math.

                  Employees of Sonos, I’m so sorry for all of you: here’s the reality check: Say good-bye to quarterly bonuses, update your CV, start looking for a new job.

                  Those millions of dollars are gonna be going elsewhere from this year on.

                  Inevitable demise.

                  Shame

                   

                  Translate
                    tom donlon
                    Lyricist II
                    January 22, 2020

                    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.

                    Just picking this news up on the BBC. Shame on you. I won’t touch your brand again with a barge pole. You are finished. 

                    Translate
                    Tommy d
                      John B
                      January 22, 2020

                      Typical American marketting con! 

                       

                      Might as well throw some xenophobia into the mix.

                      Translate
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