Sonos CEO apologises following news that legacy products will no longer receive support

Sonos’ CEO has apologised to angry customers after he announced that older Sonos devices will no longer receive software updates from May 2020.

In a statement released earlier this week, CEO, Patrick Spence said: “Since launching our first products, technology has advanced at an exponential rate; from streaming services and voice assistants to wireless networking and Bluetooth capabilities. Through all of this transformation, we have continued delivering new features via software updates. 

“We’re extremely proud of the fact that we build products that last a long time, and that listeners continue to enjoy them. In fact, 92 per cent of the products we’ve ever shipped are still in use today. That is unheard of in the world of consumer electronics.

“However, we’ve now come to a point where some of the oldest products have been stretched to their technical limits in terms of memory and processing power.”

Devices affected are the original Zone Players, Connect, and Connect:Amp (launched in 2006 -including versions sold until 2015), as well as the first-generation Play:5 (launched in 2009), CR200 (launched in 2009), and Bridge (launched in 2007). 

Due to end support for these devices in May this year, Sonos have given users two options: keep using them as normal, with the knowledge that there will be no more support or updates; or trade up to a new Sonos product in a programme that recycles legacy products in exchange for 30 per cent credit per recycled device. 

However, Sonos customers are outraged, causing the CEO to release another statement to apologise: “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.”

Spence has assured customers that although legacy products will no longer receive software updates from May 2020, the devices 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,” he added. “Many of you have invested heavily in your Sonos systems, and we intend to honour 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.”

Additionally, the company are also now working on a solution to split systems that feature both modern and legacy products, ensuring that it is finalising details and will share more news in the coming weeks. 

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