End of Software Support - Clarifications

So i will just add to the dis-satisfaction, I invested heavy over $7k and in less than 5 years 30% isn't even close to supporting us loyal customers. Inside every Sonos product will be components, I’m sure if they cant come up with a software fix maybe a hardware fix is on the table, the power supply is still good, the actual speaker is still good, how do we change out just the CPU and memory.

Here's some advise Sonos...all your new products need to have the ability to change out the CPU and memory components, then in 5 years maybe for 15% of the original value I can purchase new upgrade components and keep my perfectly good device and speaker, now this would be a great innovation. Just send me my replacement as thanks for the idea.

Will not spend another $ until this is resolved and will definitely let everyone know the dissatisfaction.

Marketing 1o1 its cheaper to keep existing customers than acquire new ones, rethink your 30% slap in the face.

Neil

I have read through the posts & can only reiterate some of the comments. To upgrade all my “Legacy” products & basically just stay current would be a additional investment of AU$4000 & that is at the discounted price & on top of my SONOS purchases to date. Purchases to date would be upward of AU$5,500 so not happy. A grand total of AU$9,500 WOW!

I did think of creating a seperate account to keep old and new separate but if I can’t use them as linked output it would not be worth it. Apart from one AMP & a Play 5 all my other SONOS items drive a comprehensive Media room setup so they need to be in sync. 

I have a new Playbase, a pair of SONOS One’s Gen1 & a new Boost that I needed to upgrade to hook up the system to my router, the old Bridge was dropping out way too much. I don’t have too much of an issue as the bridges were a network thing & were offered at a low cost as really is the Boost. I did have three Bridges though & was only offered one Boost. It does work well now.

I did make some use of the trade offer to date for the newer items but it is not really 30% because there are always at least 10% discount options available through retailers. If I look at investment to date & that is not including speakers for the Three Connect Amps I have in my collection it is quite a spend. With upgrades running at over 70% of the initial investment who wouldn't review current alternative options.

With current trends there are now options that were not there in 2008/9 when I first purchased SONOS to replace my 30 year old QUAD/Nakamichi/Magneplanar system that still worked & was sold for around 30% of its original cost (after 30 years).

A pain to change now but I am seriously considering if I need to replace with current SONOS items. I guess on top of that what do I say to people that purchased SONOS because of my recommendations, I have always been a strong advocate of SONOS.

In engineering the simplest solutions always tend to be the best & for SONOS I am sure this needs to be thought out a bit more and a lot more to restore confidence in the brand.

As already stated in some of the posts “How long are the new items going to survive” before they become legacy items too.

I am hoping SONOS comes up with a better option to move forward that embraces the newer technologies without dumping the products & loyalty they have had to date.

Regards,

Len

Welcome to modern technology.  Anything that has a computer chip has built-in obsolescence.  This whole upgrade program just promotes and enables our “throw-away” society.  I will be interested to see how they will separate modern from legacy units.

I bought sonos so that I could have music throughout the house which means I have invested quite a bit into the Sonos brand. 

Most of the features that Sonos has included in their latest updates are useless to me as I only want to be able to play the music from my offline collection.  Streaming services come and go so the service people are subscribed to today can disappear tomorrow.  This means you don’t own your music but just the right to stream from these online collections.

Sonos, come up with a good solution for the customers who have invested heavily into your brand or risk losing a lot more.

Adding my name to this topic. Wtf are you thinking Sonos. You just rendered my $5000 investment in your ,at this moment , perfectly working products to obsolescence for no good reason. $5000 down the shitter and you want me to spend another $5000 less 30% (???) for more gear that will be rendered obsolete AGAIN in 5 years ?   Are you fkng serious ? Not sure if you’re aware or not, the competition has caught up. I’ll buy another brand / solution before spending another penny with Sonos. Man, I’ve been a customer since your product first came to market.  Built my system. Bought more and more over the years. This is how you reward loyalty to your brand. Some kind of bullshit Sonos. Remarkable. 

Same story as everyone else. Complete buyers remorse on supporting Sonos.  I will be sure to inform everyone I have recommended Sonos to of this information.  Unlike Sonos my reputation means something.

this is the problem with publicly traded companies.  Execs got their payouts and sail into the sunset while marketing and promotion idiots take the helm so shareholders can make a buck.

Regardless of where Sonos goes from here, I am done.  
With this type of stuff Sonos as a company will be gone in 5 years.

Ditto to most of upset comments concerning  the end of support announcement.  I was an early adopter, thousands of dollars in devices. The upgrade offer of 30% savings is a joke.  It was great while it lasted but now I’m done with Sonos. 

Funny thing is…..some of their ‘legacy’ stuff is better than the new gear. Play 5: with dual Ethernet for example. Amp same.  

I have spent in excess of £2k on Sonos products. I don't intend to spend a penny more until you show greater respect to your customers.

You are committing commercial suicide.

Who will now buy Sonos knowing you will fail to support the product over time? You seriously need to review this crazy decision.

Bricking perfectly good equipment to boost your sales is not a great look. Every future potential customer will look at your actions and turn to Bose.

This is a monumental mistake. Sort it out.

Hi Ryan S

Thank you for providing additional clarity to Sonos Incorporated’s plan to intentionally move to a planned obsolescence business model.  To be frank this upsets me.

About 3.5 years ago I started to build my Sonos system as it was in my opinion the best WiFi System on the market. Most importantly the system was perfect for our needs worked flawlessly. up to about 6 months ago.  As of today we own (1) Boost. (1) Connect, (2) Play 3,  (3) Play 5, (1) Sub, (2) Ones.  Few weeks ago I purchased another Play 5...but have not connected it to my system as of today.

The following is my recent experiences with your company and why the new Play 5 is still in the box, along with our growing poor performance issues.

As mentioned about six months ago, the performance of our system began degrading.  After a few app upgrades we began noticing that the Music will drop off when all speakers were grouped.  As we added more speakers the performance continue to be reduced. as we switched services music stopped playing in some rooms and played delayed music in others.

After several chat sessions, conversations and reading multiple blogs on your website this matter is occurring on multiple user platforms.  Every user comments the problem is partially resolved by playing around with their router settings but none of them say it has been completely fixed.  About two weeks ago based on the conversation I had with the Sonos tech you recommended that perhaps maybe we should upgrade my router.  Last week I went out and bought a brand new Linksys V10600 Velop Neat Router.   One of the best on the market.

This did nothing or improved the music drop off problem.  This past week I’ve spoken with first level Techs, Level Ii techs and tomorrow I have a meeting with one of your engineers on a conference call.  The problem has not been resolved and has perplexed everyone of your technicians in your entire company. What’s puzzling me and shocking me is your recent disclosure concerning the dropping off of support for legacy products.  I believe you have a growing systemic problem. I also believe that the play 3’s which I own, (those you discontinued in January 2019) and other contributing factors are effecting my system performance. Quite frankly after the amount of money I spent on your system offering me a 30% discount to upgrade on products is an insulting gesture.

I certainly would like to get to a resolve my issues as well as Sonos stand behind your product for the long haul.  My entire family and I are dissatisfied and frustrated.  You have a good product...let’s not throw away what u have built.  If u do your stock will not be worrh much in the very short term.  Build up your customer base and do not destroy it.

Sincerely Matt F

Very disappointed Sonos! I was brand loyal but this type of move unfortunately forces a rethink! Does this mean the legacy and modern will be completely seperate? I am fine with legacy speakers not receiving updates but I want my modern speakers to get updates and new features. I expect to be able to group music between legacy and modern as I do today.