End of Software Support - Clarifications

Following the email regarding recycling, I went onto my account and my SONOS controllers were all up for recycling.

Given I was unsure how recycling worked I clicked on all 4 controllers and hit the recycle button expecting to see more info around next steps.

To my surprise this kicked off the recycle process immediately and enabled the discount. The website T&C’s clearly stat this must be confirmed in the app first, which of course I have not done, as I don’t want the controllers to stop working as my children use them given they are too young to have phones. If I lose the controllers they will not be able to use the products.

I have not requested a shipping label, so assume this will go no further, but can someone please confirm my 4 SONOS controllers will not get disconnected in 21 days, particularly given I have not confirmed in the app as stated in your T&C, and not requested a shipping label.

I have purchased many SONOS products over the years so your support to stop any untoward deactivation is much appreciated.

I have two devices which are listed as trade-up eligible (ZP80 and ZP100). I have no idea what options are available in Australia as the information is hidden until I commit to recycling them. Actually I can’t do that with the ZP100 as the recycle checkbox is disabled for unexplained reasons.

The trade-up process commits me to recycling the device with 21 days before it stops working. It does not let me view the recycling and trade up options before making this commitment. 

Sonos is basically asking me to trash working devices without giving me any security.

I am utterly perplexed by this decision from Sonos.

I bought a pre owned connect amp last year, wanting to dip my toe into the multi room home audio arena. I liked it, even bought two new play:1’s to add to the system I was so impressed.
I then discovered the iPod dock and bought one from eBay, the less said about this the better, flabbergasted, but lesson learned I thought, until yesterday. I’m not as invested as 99% of the people commenting in this and, the now closed thread (nice one Ryan). But as a paying customer I would like to know when my play:1’s are likely to be made ‘legacy’? Someone must know?! 

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

Is that a Play 1?

It is a Play:Dead

If Sonos legacy devices cannot keep up with complex software and streaming service API requirements, why not remove that requirement from the speaker itself? Can they not build a bridge (or controller) that integrates with the app and streaming services, and then streams the music to the speakers using existing streaming methods? It seems like this is a simple solution- remove the hefty processing requirements from the speaker, and move them to a different (more capable) device.

This seems more and more like a money grab than a true technical problem.

I have 5 Sonos speakers, and have convinced several of my friends to invest in the Sonos speaker ecosystem. I now have to apologize to them for giving them bad advice.

• Josh

Now Reuters reports. The NY Times has re-reported. 
 

“ Sonos customers up in arms over move to stop updates for older speakers”

The new Sonos policy of ceasing support for older devices is unacceptable, unless upgrade terms are made much more generous.  And it is probably ultimately damaging to Sonos.  Why should we spend more money for expensive audio equipment that may become worthless in a few years?

I don’t know what to say other than if my play:1s suddenly get abandoned I’m going to be a very dissapointed person and will look elsewhere in the future. 

Hi Ryan @ Sonos,
I'm reposting my comments (below) from the thread you closed down.  Wow, what happened to you guys over there at Sonos?  You need to hire a PR firm quickly to help fix (doubtful) and guide you on how to maintain customer loyalty, because you're currently in major "fail" mode.  Sadly...I don't think you're going to be able to recover from this extremely poor business decision. 

On another note, my Brother has been in the A/V Installation and Consulting business world for 25+yrs.  What about those loyal companies that have recommended Sonos products to 'their' Clients?  I can only imagine the poop storm they're going to have to go through when their Clients contact them asking why they'd recommend a product that is now deemed obsolete, when technically it's not the Installers fault.  Sonos is squarely to blame.  Seriously, you all at Sonos have become an extreme disappointment on so many levels.  Total FAIL.  

Also, I just read an article on ZDnet.com - https://www.zdnet.com/article/why-is-sonos-dropping-support-older-speakers-and-does-the-reason-hold-up/ - that stated the following:

Tech outlet The Register did some digging through Sonos's Q4 2019 10-K financial filings and discovered that the company had both been planning for the obsolescence of its products and the associated backlash from customers.

"We expect that in the near term, this backward compatibility will no longer be practical or cost-effective, and we may decrease or discontinue service for our older products," the filing explains. "If we no longer provide extensive backward capability for our products, we may damage our relationship with our existing customers, as well as our reputation, brand loyalty, and ability to attract new customers."
 
The above quote just goes to show how Sonos truly doesn't care about their loyal Customers.  So, so sad.  Sonos is a joke and you should all be ashamed.  

Oh... I almost forgot, here's my comment from the previous thread.

https://en.community.sonos.com/announcements-228985/end-of-software-updates-for-legacy-products-6835470/index31.html#post16393467  

  I will add my 2 cents to this thread as well.  I too am extremely disappointed by this news.  As many have mentioned, I was an early adopter as well to the Sonos ecosystem.  I have recommended Sonos to numerous friends and family that have also gone “all in” and purchased many Sonos products.  I’ve practically been a extension of the Sonos Sales Team through the years because I truly love everything about Sonos.  We’ll that is until today. 
They need to come up with a better solution for those that have legacy products.  Sonos forcing the hand of loyal Customers is ridiculous.  Sonos is becoming the Microsoft and Apple version of the Audio world.  What a joke.  It’s taken many years to build my Sonos system and I love everything about it.  Please Sonos, be loyal to your Customers as we have been to you.  If not, you’ll regret it.

Ryan, how accurate is the information about the legacy products still working after May?  When Sonos stopped support on the Dock all four of mine bricked and I’m just money out the window.  I have 6 Play 5 speakers on your list and they weren’t exactly inexpensive speakers when I bought them.

Mike L.