Question

New SONOS App - Feedback



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Userlevel 1

Back here again.
Things seem to be going from bad to worse for me.

Now, not only does it take time from opening the app to discovering my system, but trying to skip somgs, change volume etc is pretty much not working anymore.
I try to turn a speaker down and it does nothing, so I try to pause the song nothing, try to play another song and it does nothing. Then maybe a minute later the song changes.

I had to physcily turn the plug off to stop the music. I was open to giving Sonos the benefit of the doubt but my listening experience has got worse and worse.

Also I had at the top of home screen under ‘your sources’ was my music library, but I used a port (connected to a record player) and now I seem to only have ‘line-in’ under my sources and have lost my music library. How do I get access to the music on NAS again? I can’t work it out.

I genunily can’t believe a company would release such an untested piece of software

If a song is playing, what button do you use to get the album track listing ?

If a song is playing, what button do you use to get the album track listing ?

There is no button for album track listing from a current playing track AFAIK. Unless you mean the queue list?  That button is circled in the pic. Or The button with 3 dots has links to browse artist or similar depending on the source. 
 

 

Userlevel 6
Badge +8

Also I had at the top of home screen under ‘your sources’ was my music library, but I used a port (connected to a record player) and now I seem to only have ‘line-in’ under my sources and have lost my music library. How do I get access to the music on NAS again? I can’t work it out.

If you have previously had access to your library via the new mobile app its odd that its spontaneously disappeared.

Check the desktop app. If the library has also been disconnected from the desktop app you can re-add the library from there whilst we are still waiting for ability to add/edit library in mobile app. You would need to ensure your NAS is configured for SMB2 or SMB3 as latest speaker/system firmware no longer supports SMB1. https://support.sonos.com/en-us/article/add-your-music-library-to-sonos

If the library is accessible via the desktop app but not the new mobile app, check the system firmware. If its not up to date, its possible you might need to update the system firmware to regain access via new mobile app (this is just a hunch; don’t know for sure).

Thank you, Bumper. What a trainwreck of an app.  There is no longer a way to access an album from a song that appears on it. 
Sonos Dev team, it’s clear that you are trying to bankrupt your  business by September, but before the company collapses, add a Browse album button  either as a standalone or as a drop-down under the three dots.

 

Userlevel 1

Also I had at the top of home screen under ‘your sources’ was my music library, but I used a port (connected to a record player) and now I seem to only have ‘line-in’ under my sources and have lost my music library. How do I get access to the music on NAS again? I can’t work it out.

If you have previously had access to your library via the new mobile app its odd that its spontaneously disappeared.

Check the desktop app. If the library has also been disconnected from the desktop app you can re-add the library from there whilst we are still waiting for ability to add/edit library in mobile app. You would need to ensure your NAS is configured for SMB2 or SMB3 as latest speaker/system firmware no longer supports SMB1. https://support.sonos.com/en-us/article/add-your-music-library-to-sonos

If the library is accessible via the desktop app but not the new mobile app, check the system firmware. If its not up to date, its possible you might need to update the system firmware to regain access via new mobile app (this is just a hunch; don’t know for sure).


Hi OSM,
So on the windows desktop app (I dont really ever use this) I did have to re-add my nas music folder.
Once complete I have access back to my library on windows and restarting the android app I now have access again there.
Thanks for the reply and advice.

 

 

I’m sorry but I’ve experienced the worst software rollout in my lifetime. The brand reputation may be damaged at this point leading to permanent decline in sales. I was looking for portable speakers for my RV and Sonos was my first search. Thanks for doing the software update before I purchased. I’ll be looking elsewhere for now. 
I was a loyal customer for +15 years and bought systems for myself and adult kids. The flexible easy to use software was the magic and growth driver for Sonos. With the good software in the rear view mirror, you are left with overpriced mid-fi electronics and a severely damaged reputation. That is the beginning of the end for most companies. Word travels fast in the internet age. Hope you can figure it out or quickly or sell to a larger company with bigger resources to save the brand. I really enjoyed Sonos for quite a few years.

I’m sorry but I’ve experienced the worst software rollout in my lifetime. The brand reputation may be damaged at this point leading to permanent decline in sales. I was looking for portable speakers for my RV and Sonos was my first search. Thanks for doing the software update before I purchased. I’ll be looking elsewhere for now. 
I was a loyal customer for +15 years and bought systems for myself and adult kids. The flexible easy to use software was the magic and growth driver for Sonos. With the good software in the rear view mirror, you are left with overpriced mid-fi electronics and a severely damaged reputation. That is the beginning of the end for most companies. Word travels fast in the internet age. Hope you can figure it out or quickly or sell to a larger company with bigger resources to save the brand. I really enjoyed Sonos for quite a few years.

15+ years loyal and yet only joined the community today with a new account and you have old products listed in your profile that Sonos have not sold for years… I’m sorry that’s not all that loyal in my book. The world does indeed travel fast in the internet age, but it seems you chose to stay put.

Userlevel 6
Badge +4

I’m sorry but I’ve experienced the worst software rollout in my lifetime. The brand reputation may be damaged at this point leading to permanent decline in sales. I was looking for portable speakers for my RV and Sonos was my first search. Thanks for doing the software update before I purchased. I’ll be looking elsewhere for now. 
I was a loyal customer for +15 years and bought systems for myself and adult kids. The flexible easy to use software was the magic and growth driver for Sonos. With the good software in the rear view mirror, you are left with overpriced mid-fi electronics and a severely damaged reputation. That is the beginning of the end for most companies. Word travels fast in the internet age. Hope you can figure it out or quickly or sell to a larger company with bigger resources to save the brand. I really enjoyed Sonos for quite a few years.

15+ years loyal and yet only joined the community today with a new account and you have old products listed in your profile that Sonos have not sold for years… I’m sorry that’s not all that loyal in my book. The world does indeed travel fast in the internet age, but it seems you chose to stay put.

Why isn't that loyal? Only because he didn't buy all the new sonos stuff? He kept his old loudspeakers and did not throw them away. Because they are good and they worked until the new app came. That IS loyal. Or was. And a new account after 15 years? I have my stuff 5 years and never had any problems,  so why did I need an account ?

I’m sorry but I’ve experienced the worst software rollout in my lifetime. The brand reputation may be damaged at this point leading to permanent decline in sales. I was looking for portable speakers for my RV and Sonos was my first search. Thanks for doing the software update before I purchased. I’ll be looking elsewhere for now. 
I was a loyal customer for +15 years and bought systems for myself and adult kids. The flexible easy to use software was the magic and growth driver for Sonos. With the good software in the rear view mirror, you are left with overpriced mid-fi electronics and a severely damaged reputation. That is the beginning of the end for most companies. Word travels fast in the internet age. Hope you can figure it out or quickly or sell to a larger company with bigger resources to save the brand. I really enjoyed Sonos for quite a few years.

15+ years loyal and yet only joined the community today with a new account and you have old products listed in your profile that Sonos have not sold for years… I’m sorry that’s not all that loyal in my book. The world does indeed travel fast in the internet age, but it seems you chose to stay put.

Why isn't that loyal? Only because he didn't buy all the new sonos stuff? He kept his old loudspeakers and did not throw them away. Because they are good and they worked until the new app came. That IS loyal. Or was. And a new account after 15 years? I have my stuff 5 years and never had any problems,  so why did I need an account

Don’t bother engaging over this. He’s called people with new accounts who are not happy with the app trolls. Not worth it.

I’m sorry but I’ve experienced the worst software rollout in my lifetime. The brand reputation may be damaged at this point leading to permanent decline in sales. I was looking for portable speakers for my RV and Sonos was my first search. Thanks for doing the software update before I purchased. I’ll be looking elsewhere for now. 
I was a loyal customer for +15 years and bought systems for myself and adult kids. The flexible easy to use software was the magic and growth driver for Sonos. With the good software in the rear view mirror, you are left with overpriced mid-fi electronics and a severely damaged reputation. That is the beginning of the end for most companies. Word travels fast in the internet age. Hope you can figure it out or quickly or sell to a larger company with bigger resources to save the brand. I really enjoyed Sonos for quite a few years.

15+ years loyal and yet only joined the community today with a new account and you have old products listed in your profile that Sonos have not sold for years… I’m sorry that’s not all that loyal in my book. The world does indeed travel fast in the internet age, but it seems you chose to stay put.

Why isn't that loyal? Only because he didn't buy all the new sonos stuff? He kept his old loudspeakers and did not throw them away. Because they are good and they worked until the new app came. That IS loyal. Or was. And a new account after 15 years? I have my stuff 5 years and never had any problems,  so why did I need an account ?

There are points where that user falls short for me, based on Loyalty in retail marketing…

  1. Loyalty is displayed by the customers of a store or chain if they visit more often and spend more money at that store or chain than they do at its competitors.
  2. Customer loyalty exists when a person regularly patronizes a particular retailer that he or she knows, likes, and trusts.
  3. Customers display a strong degree of brand loyalty by insisting on their products and accepting no substitute.
  4. Loyalty is displayed by the customers of a store or chain if they visit more often and spend more money at that store or chain than they do at its competitors.

Don’t bother engaging over this. He’s called people with new accounts who are not happy with the app trolls. Not worth it.

Can you show me an instance in the community here where that’s the case @Bumper?  I’d just like to review it… thanks. 

This new upgrade is horrendous. Every time I want to use this app, I have to log off and on multiple times. I get blank screens or none of my subscriptions show up to connect to. The app is getting worse instead of better. I have 5 speakers and now thinking of getting rid of them. 

Userlevel 7
Badge +10

Hey @Ken_Griffiths, I hesitated posting this as I don’t know if it will come across as constructive. I’ve seen three-some-odd posts from you today calling out new forum members. In one case you explicitly questioned their loyalty? In other instances today you’ve been openly scornful of others. These posts have a super-odd tone, imho, so here’s my suggestion: ignore posts you find objectionable.

Food for thought.

With the removal of so many functions to play local music and to use other music services, the new app feels like Sonos wanting to convert its Sonos system to only being speakers that stream Sonos Radio, where they can get ongoing ad revenue, rather than being an actual sound system.  Sad!  If that is the case then shouldn't they just give away the hardware instead of charging a premium.  I may as well go with some decent blue tooth speaker system since I can no longer use the system to play my own music.  No reason that they could not keep original functionality as well as adding new functionality unless they are just trying to force users into an ongoing revenue model.  I don't think Sonos understands its customer base at all.

This is completely on point. Sonos trying to force Sonos radio on its customers.

Hey @Ken_Griffiths, I hesitated posting this as I don’t know if it will come across as constructive. I’ve seen three-some-odd posts from you today calling out new forum members. In one case you explicitly questioned their loyalty? In other instances today you’ve been openly scornful of others. These posts have a super-odd tone, imho, so here’s my suggestion: ignore posts you find objectionable.

Food for thought.

I will happily take on board what you say - but just to say I’ve not called anyone here a troll  - I think once again @bumper has misread that post, but let’s wait and see the post he means after he posts the link back here.

I agree with all of the comments above. I hope the SONOS people are listening and do some major changes very quickly, or give me my money back for a houseful of redundant, unplayable speakers?

No I bet not……..I am very unhappy!  

I agree with all of the comments above. I hope the SONOS people are listening and do some major changes very quickly, or give me my money back for a houseful of redundant, unplayable speakers?

No I bet not……..I am very unhappy!  

If they’re unplayable then I’d certainly get in touch with Sonos Support and see what they say. The link to do that is here:

https://support.sonos.com/s/contact

Userlevel 3
Badge +2

I’m sorry but I’ve experienced the worst software rollout in my lifetime. The brand reputation may be damaged at this point leading to permanent decline in sales. I was looking for portable speakers for my RV and Sonos was my first search. Thanks for doing the software update before I purchased. I’ll be looking elsewhere for now. 
I was a loyal customer for +15 years and bought systems for myself and adult kids. The flexible easy to use software was the magic and growth driver for Sonos. With the good software in the rear view mirror, you are left with overpriced mid-fi electronics and a severely damaged reputation. That is the beginning of the end for most companies. Word travels fast in the internet age. Hope you can figure it out or quickly or sell to a larger company with bigger resources to save the brand. I really enjoyed Sonos for quite a few years.

15+ years loyal and yet only joined the community today with a new account and you have old products listed in your profile that Sonos have not sold for years… I’m sorry that’s not all that loyal in my book. The world does indeed travel fast in the internet age, but it seems you chose to stay put.

Why isn't that loyal? Only because he didn't buy all the new sonos stuff? He kept his old loudspeakers and did not throw them away. Because they are good and they worked until the new app came. That IS loyal. Or was. And a new account after 15 years? I have my stuff 5 years and never had any problems,  so why did I need an account ?

There are points where that user falls short for me, based on Loyalty in retail marketing…

  1. Loyalty is displayed by the customers of a store or chain if they visit more often and spend more money at that store or chain than they do at its competitors.
  2. Customer loyalty exists when a person regularly patronizes a particular retailer that he or she knows, likes, and trusts.
  3. Customers display a strong degree of brand loyalty by insisting on their products and accepting no substitute.
  4. Loyalty is displayed by the customers of a store or chain if they visit more often and spend more money at that store or chain than they do at its competitors.

And what about the users who use their products every day for years on end. They're loyal too, right? Once most people buy a stereo system, that is often it until the thing stops working. Not everyone is an audiophile upgrade fiend. And if they were, Sonos probably wouldn't be right for them anyway. 

And I think for those daily users, they are reaching that point where it isn't working. That is massively frustrating. 

And what about the users who use their products every day for years on end. They're loyal too, right? Once most people buy a stereo system, that is often it until the thing stops working. Not everyone is an audiophile upgrade fiend. And if they were, Sonos probably wouldn't be right for them anyway. 

And I think for those daily users, they are reaching that point where it isn't working. That is massively frustrating. 

I call them ‘past customers from bygone days’ - especially when they publicly openly broadcast online they have decided to not purchase one of the newer more recent products and demonstrate they had not kept up with the company developments in more recent times, but wanted everyone to know they joined the forum here just to tell ‘other users’ their future intention to not purchase - sorry, but for me that does not, in my view, show loyalty, either in the more recent past, the present, or going forward. I’m also entitled to express my view as I see it and that’s what I was seeing. Loyalty, perhaps in the distant past, but very clearly it’s not the case in more recent times.

Userlevel 3
Badge +2

And what about the users who use their products every day for years on end. They're loyal too, right? Once most people buy a stereo system, that is often it until the thing stops working. Not everyone is an audiophile upgrade fiend. And if they were, Sonos probably wouldn't be right for them anyway. 

And I think for those daily users, they are reaching that point where it isn't working. That is massively frustrating. 

I call them ‘past customers from bygone days’ - especially when they publicly openly broadcast online they have decided to not purchase one of the newer more recent products and demonstrate they had not kept up with the company developments in more recent times, but wanted everyone to know they joined the forum here just to tell ‘other users’ their future intention to not purchase - sorry, but for me that does not, in my view, show loyalty, either in the more recent past, the present, or going forward. I’m also entitled to express my view as I see it and that’s what I was seeing. Loyalty, perhaps in the distant past, but very clearly it’s not the case in more recent times.

You're entitled to your view, of course. And everyone else is entitled to disagree. 

I would say that technology has changed our definition of who customers are in many ways, and it could be argued that your opinion also belongs to a bygone era too. Again, that's fine. 

But what is Sonos? A home audio company that produces hardware? A software company? Or a hybrid of both? It's the latter, and as long as users require the software and it's associated updates to use the products, they remain as customers, and at the mercy of Sonos. 

 

New APP is so slow, takes so much time to recognize a new song selection or even changing volume while song is playing. It’s not my phone, it’s not my wifi. Something is up with this latest app that was not happening with the previous version. Anyone with similar frustrations? Any fixes?

When is Sonos going to get their app working? I'm getting tired of dealing with the many problems I face daily trying to get my system to work. Just to work! Should I just throw everything away and get a Bose system? Whoever you have updating your app should be fired! And sonos should hire a decent coder! And GET THIS * FIXED! You went from hero to zero real damn quick! 

*Moderator Note: Modified in accordance with the Community Code of Conduct.*

The new app is disastrous. It is not fit for purpose. It is impossible to reach customer care - 80 minutes minimum wait…

Userlevel 7
Badge +13

I’m not sure it is the app at fault. It works very well for me. I feel it’s more a change in the way the speakers communicate with people’s home networks and then onwards to the app. The app is the same for everyone - the only varying factors are people’s speakers and networks/wifi/routers/mesh and device on which the app is installed.

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