End of Software Support - Clarifications

End of Software Support - Clarifications
Ryan S
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  • Ryan S
  • Retired Sonos Staff
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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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4256 replies

chickentender

 

So, what functionality exactly will I lose if I just hold onto my 1st Gen Play:5? I take the software updates but am really unclear as to what that does for me.

 

Please answer this. Perhaps I, and many others, will be less angry if we know the answer to that question.

@FrontRangeTraveller, after the last updates in May, you can continue to use legacy products (your Play:5 gen1) and your experience will initially remain the same. We don't expect any immediate impacts from ending software updates. However, functionality of features and services will be impacted as technology evolves, over time. If all you have is the Play:5 gen1, the biggest thing you’ll notice is that you won’t get any more updates. If you use music services or voice assistants, or any other connected service, over time those may have trouble if their software changes and the Play:5 can’t update.

Ryan, can I ask a very blunt question with hopefully a hint at answer.
I very curious as to which of the popular streaming services Sonos has had the most, what one might call synergistic and favorable working relationship with. Of course I refer to all the bigger and smaller names and am wondering if the largest giants of those entities (those I’ll not name who also have other product offerings across many markets) may not be among that short-list.
I ask to try and gauge which provider of streaming music now integrated with Sonos might be the best long-term choice for Sonos products relegated to legacy status, e.g. could conceivably work the longest based on the track record of working with Sonos in the past from a development standpoint. There is of course the recent legal proceedings that prompt this question in part as well, since it could be presumed some parties involved may not act so favorably in the future, and (it seems now) have not acted so favorably in the past (again from a development standpoint).
I’m still up for rooting for underdogs.

S
Userlevel 2
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Assume everyone is emailing the CEO Using the link on Sonos site....

D
Userlevel 1

One further reason not to buy Sonos products again is asking the reason behind this cost saving move. 
1. they are in financial trouble and thus buying their products is risky as they may be out of business at any time. Or

  1. they don’t care about their customers and thus it is risky to buy.

 

Anyway u look at it, u would have to be mad to further commit to this ecosystem. 
 

 

W

Well done SONOS. This a completely ludicrous stance for you to take. SONOS you are being very greedy, Do you think that you have done right by your many loyal customers? I do not think so.  Like many others, I too have spent thousands of pounds getting my SONOS system.  You say I have two legacy products, yet I do not see a replacement for one of them, really?  30% discount you are having a laugh. Most people work hard for their money to facilitate the purchase of your luxury items.

The bottom of the SONOS second hand market is going fall and kiss its backside goodbye.  ha ha ha your share price fell today, see how your announcement has bitten you in the rear end.

I certainly will not be investing one more penny with SONOS, until you rethink and announce that I will still be able to receive updates to my current items whilst still being connected to my legacy items.

So as a matter of interest, when will my soundbar become legacy, I have had that longer than my connect amp?  

From one of your extremely unhappy loyal customers.

chickentender

This gives, at the very least, a bit of pause to my anger… and redirects a fair portion of it.

 

https://www.nytimes.com/2020/01/07/technology/sonos-sues-google.html

E
Userlevel 2
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Those trust pilot reviews are sure getting worse

 

Even more 1 star reviews

 

https://www.trustpilot.com/review/www.sonos.com


lol. This whole thing is absurd. I expected my audio equipment to last for a very long time. I was not aware of the 5 year obsolescence policy when I bought them. Such a  SCAM.

Sonos you deserve whats coming.

...I hear the faint sound of nails being hit into a coffin…..

A
Userlevel 1

Sonos. Why you close the treat and open a new one. Your clarification is still as bad  as the anoucement. Don't try to sugar-coate the stupitidy yiu are doing driven by money. 

Your trade programme sucks and why some will spend more money to be told the same in less than 5 years (as who knows what is your policy now  as we can't trust you.) 

Also we don't want  what you are proposing and it seam you are deaf to 81 pages of complaines. 

We want to use our existing investment and we are not interested on your alternatives. Revert back your decision and make it right 

A
Userlevel 5
Badge +2

 

 

our efforts will ultimately be limited by the lack of memory and processing power of these legacy products.

 

I will continue to believe this is a convenient lie until you provide some hard evidence to the contrary.

S
Userlevel 5
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2 Connect Amps, 3 Connects and a Play 5 here.  Sonos knows their installed base of Zoneplayers and Play 5s.  I can’t believe their beancounters ran the numbers and concluded that any more than 10-15% are going to go for this Trade Up nonsense. 

With the 30% discount, the company will make a much smaller profit from only a small percentage of their install base. The rest of the base will no longer purchase newer boxes and will be evangelists for NOT buying Sonos.  Along with the awful PR hit they are taking right now - have you read TrustPilot today - it can’t bode well for the company.

 

Sonos,  please come up with some legacy bridge/adapter/module that will make it all work together. We can isolate our legacy products on a separate network, the modern boxes can continue to get updates and the module bridges between the two networks.

If you don’t, someone is going to make one for us.  You may as well put money into R&D to try and rescue your reputation. Plus you could sell it for your usual inflated prices and make some of it back.

Thanks. 
 

Sonos user since 2008. (3) Connects, (2) Connect Amps, (2) Play 1, (2) Play 3s, (1) Play 5, (1) Arc, (1) Sub, (1) Symfonisk
C
Userlevel 4
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Being part of this is like watching a Car accident, I want to look away but can’t because of all the gore.  Early adopter, lot’s of Sonos equipment, talked them up to others, even became a Shareholder.  Sold off all shares today in my anger.  I feel like this has turned into a dirty divorce and I’m fighting for custody of the kids (I know the pain, I’m on marriage #3, of course it’s not me 😉 ).  Wish I could forget this nightmare but my music is playing in the background on my soon to be obsolete Play 5’s.  

K
Userlevel 1

I’ve invested mutiple thousand $$ in So is hardware and now this.

i understand tech getting outdated.  But I bought speakers.  Expensive speakers.  And the software will outdate them.

there must be another way!!!

 

serious blow to my Sonos loyalty!!!

M
Userlevel 3
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This is despicable. Planned obsolescence is a horrific thing. You are contributing to something that wastes people's time, money and contributes to the production and consumption cycles that are destroying our planet. I will not be a part of this and will be looking to return all my recently purchased Sonos components and advising all and anyone who has shown interest in the products to look elsewhere. 

Your whole platform is so inflexible and demands levels of complex authentication, internet connection stability, so on and so forth. You are failing so epically with this decision, and your decision to not SIMPLIFY your applications and connectivity requirements. 

How many people do you think purchase your premium products (advertised construction, quality, and price) with the expectation that they are a buy it for life items? The answer is MANY. Are you honestly that out of touch with hifi and audio enthusiasts? 

This will be the death of Sonos, mark my words. Anyone who has worked in big tech procurement and contract management will see the signs here. 

 

 
S
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This gives, at the very least, a bit of pause to my anger… and redirects a fair portion of it.

 

https://www.nytimes.com/2020/01/07/technology/sonos-sues-google.html

ooft, having read that, whether SONOS are in the right or wrong NOW is not the time to be losing or causing disgruntled customers.  Surely they need to keep the loyal base they have built up!..
OWN and GOAL seem two appropriate words...

K
Userlevel 7
Badge +4

Those trust pilot reviews are sure getting worse

 

Even more 1 star reviews

 

https://www.trustpilot.com/review/www.sonos.com


lol. This whole thing is absurd. I expected my audio equipment to last for a very long time. I was not aware of the 5 year obsolescence policy when I bought them. Such a  SCAM.

Sonos you deserve whats coming.

...I hear the faint sound of nails being hit into a coffin…..


I now believe they are fluffing themselves up for a purchase by... (Google, Amazon, Apple, X competitors, or fill in your own guess).  Principles and board will get their golden parachutes, and their customers/resellers/advocates/support teams are screwed.  Convince us we’re wrong.  

F
Userlevel 2

I am very confused. I bought my 6 play 5's. I didn't rent them or lease them. I own them and you are telling me that the use of my property is being taken away by SONOS. This is like stealing. Obsolescence  was never a consideration nor should it be. I have audio equipment that  is far older than these and that still performs great. My expectation was that i was buying the best and that the premium i paid would insure they would work and that the company i trusted would nevet do anything to make them worthless while they were still operating well. Shame on you. I EXPECT THIS IS FAR FROM OVER. You owe it to your users to find a fix.

H
Userlevel 6
Badge +3

 

 

our efforts will ultimately be limited by the lack of memory and processing power of these legacy products.

 

I will continue to believe this is a convenient lie until you provide some hard evidence to the contrary.


Totally agree.

The functionality hasn’t changed for us the end users. Streaming music, just like they always have. 

I can understand iPhones etc getting ever more memory and cpu greedy, as new apps are developed, higher pixel camera, more storage etc etc.

Sonos kit is doing far less than that, so why it should need ever expanding memory and cpu is beyond me.

Some people have mentioned that it’s effectively a computer inside, if so, let us fit more memory and a better cpu if they really are needed!

 

S
Userlevel 3
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All my kit is now considered legacy. Play 5s + connects.

Hopefully it will keep chugging away after May.

 

Part of the reason for not upgrading to newer kit is the price hike Sonos kit took several years ago and because my existing stuff worked. If all became incredibly expensive when AV kit in general has never been better value.

 

£400 for the new Port is ‘taking the Michael’ for what it does. You could buy a fairly decent AV receiver for your home cinema for around that price with built in Airplay 2 or Chromecast audio on top of all the other things it does and therefore would get a lot more use on a daily basis. Even Sky Tv  has airplay 2 built in or you can stick a cheap Chromecast or an Amazon Firestick into the back of an Av receiver or TV to stream stuff.

 

The Sonos Playbar is ancient now and even the Play 5 ver 2 are getting a bit long in the tooth. Priced at £699 and £499 respectively they are not exactly cheap and could be for the chop next. The same goes for the first gen Play 1 and Play 3. Surely can only be a matter of time before these become legacy products.

 

Fortunately I’ve got the space for a decent home cinema setup - a Denon AV receiver and, Bowers and Wilkins speakers (which no one is going to switch off soon), so Sonos sound bars don’t really interest me.

 

If you want Alexa or Google Home on a device, you really on need to spend around £25 for one of their basic ‘pucks’. Trying to get Alexa to play music on a Sonos player has always been a bit hit and miss so you might as well use the app. 

 

Although I do listen to music, it tends to be earlier stuff rather than what is produced nowadays so has my general desire to stream music has declined overall.

 

i don’t know if I am typical but haven’t seen the need to upgrade or buy Sonos kit in years. In some respects there are easier ways of doing stuff if just listening on one device. As I’ve got older my taste in music has changed so the desire to stream tracks has declined. There are also better value AV alternatives.
 

You have to wonder how much trouble Sonos are in if people aren’t upgrading and partly because  there are so many cheaper alternatives on the market now which do the job just as well. How much is this decision really down to technology or just an attempt to stimulate sales

 

 

 

C
Userlevel 4
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if the graphic is correct then why would anyone replace a Play 5 gen 1 with a gen 2? You are looking at a paltry few years with the gen2. Obviously we all know what will go legacy next, but just look at the memory expansion on the one, Beam, etc, we are all doomed, and sadly so is Sonos. I saw this on the cards last year when they dropped the iPad dock and Ryan said we will keep the players going only just last year, effing shame. I think if macfarlane was still there he would have created an add-on to continue said products, Patrick Spence is ex-Blackburry, what happened to them lol

S
Userlevel 3
Badge +2

Those trust pilot reviews are sure getting worse

 

Even more 1 star reviews

 

https://www.trustpilot.com/review/www.sonos.com


lol. This whole thing is absurd. I expected my audio equipment to last for a very long time. I was not aware of the 5 year obsolescence policy when I bought them. Such a  SCAM.

Sonos you deserve whats coming.

...I hear the faint sound of nails being hit into a coffin…..


I now believe they are fluffing themselves up for a purchase by... (Google, Amazon, Apple, X competitors, or fill in your own guess).  Principles and board will get their golden parachutes, and their customers/resellers/advocates/support teams are screwed.  Convince us we’re wrong.  

The direction this product is going stinks of Apple. Been thinking this for a few months.

I wouldn't be surprised if they re-branded sooner or later.

H
Userlevel 1

As one of the many consumers who invested and enjoyed the SONOS wireless speaker technology the recent announcement to EOL some of the hardware is not good news for me.

I understand the need to maintain a high level of customer audio experience with an evolving product line but there has to be a better way than alienating the original investors in your product.

The buzz kill that this incident has created will be very very difficult to recover from. If news stories on BBC or other outlets don’t damage your reputation the “word of mouth” most certainly will. 

SONOS was far from a perfect system but this incident has opened the field of competition to a whole host of alternative wireless speaker companies. Even Apple earpods are looking like a possibility now, since APPLE has learned how to perform software updates that won’t force you to buy a new device.

G

So, you lose about 20% of your Sonos investment per year and at the end of year 5 you have a worthless pile of environmentally expensive plastic and electronics. I have $5,000 invested in Sonos products, some of which will be legacy products in May 2020. I can only suppose the rest of my investment will be worthless soon since I was an early investor. I can’t even sell the units that aren’t currently on the legacy list given they will likely be worthless soon (whenever Sonos decides the time is right, I guess). This business model totally changes my opinion of Sonos; I certainly won’t recommend them to friends anymore. 

C
Userlevel 1

I spent thousands on Connect:Amp’s purchased from Sonos in April 2019.  That’s less than 10 months.  Now I’m hearing that these are no longer supported and I need to spend thousands more to “trade up”?  Do I understand that right?

M
Userlevel 3
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Ryan S wrote:

our efforts will ultimately be limited by the lack of memory and processing power of these legacy products.

 

As another member stated, I will continue to believe this is a convenient lie until you provide some hard evidence to the contrary.

What is this really? We are talking about music playing through speakers. Your whole software architechture and direction is overly complex, not user friendly, and now clearly designed in a lazy, stupid or malicious way that enables planned obsolescence. 

There are so many clever people out there at so many innovative compoanies that create products designed to last a lifetime. It all comes down to simplicity and compatibility. Clearly this is not something you have considered as a design principle looking at your systems. 

It’s NOT OK to create premium products that should last a lifetime if cared for (audio products especially) that we should be able to pass onto our children, and have to throw them away and generate waste and perpetuate unstiansbale cyles of produciton and consumption. 

Why dont you just redesign your software, the components in the speakers are fine. They will be fine indefintiely if you design your software right. Your products dont “just work”. You make a mockery of your companys mission and vision. Anyone in a regional area with average internet connection will attest to the fact that you have hidden layers of authenticaion processes and such that hinder system setup, connectivity and clearly have some redicilous need for high powered internal speaker computing power. 

You need to learn how to do more with less. Simplicity. Basic principles. Streaming music is what people want. Innovate and create a better world.

 
M
Userlevel 3
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Sonos deleted my thread that discussed this announcement and their overall software direction and unnecessary complexity. 

I outlined why this is happening and why it doesn’t need to happen. That really helped reassure me that I’m making the right decision getting rid of Sonos for good and advising all others to do the same. 

I’ll take my $4500 AUD back thank you. 

 
S

I wonder if there are Vegas odds on how many days it will take for the CEO of Sonos to be fired and the successor to announce a roll-back this insane policy? We were all such loyal fans and customers, at least until yesterday. Additionally Sonos never really had much competition -- until now! Apple Bose, and about 10 others are hot on their tail. “The main competitive standards to Sonos are Bose Music, DTS Play-Fi, built-in Google Chromecast, Yamaha MusicCast and Denon HEOS. Amazon's Echos also support the Amazon MRM system.”

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