Contact Patrick Spence CEO of Sonos

They may say it is the CEO. but it goes through to support and this is the response I got when I sent it to the “CEO”:

My name is Teodora and I'm a senior member of the Customer Experience team here at Sonos. Our CEO, Patrick Spence, brought your feedback to my attention, and I wanted to reach out and see if there's anything I can do to help address this.

I understand you’re experiencing troubles with the new Sonos App and I’ll be more than happy to provide you with an explanation.

This feature is not currently available in the Sonos app, but will return in a future update. You will not be able to view, enable, disable, or change any settings related to their Sonos alarms on either iOS or Android apps. For what concerns searching the music library, this is not possible as the new App uses only universal search. To find the music library you can go to the Home screen and scroll down to Your resources. There you can browse the music library.

This revitalization of the Sonos app is our most ambitious software update yet, and aims to address what our customers have been asking us for. It’s a huge undertaking, and we are taking the time and effort to ensure all features work seamlessly and meet both our standards and the standards of our listeners. With this commitment in mind ,some features will not be available at launch, but will be added to the app on a rolling basis over the coming months.

Thank you for your collaboration and patience!

Best regards,

Its a joke of a response

Sonos are Gaslighting their customer base.

Sonos basically released an app that rendered my personal music library useless: I can’t search, I have to scroll 470 times to reach the letter “K” under albums, etc.

This basically broke the whole Sonos system for me as this has been my primary use case with it as a loyal customer since 2006. As a result, I am now researching competitors because I don’t trust Sonos with what you will break and disable in the future anymore.

Almost certainly any communications are handled by AI - that's what's listening to you 😁

You will get nothing back, unfortunately. But if you do…nah. 

I’ve rolled back to 16.1. Thank you to everyone who posted help on how to do that. I’m upset that Sonos see the need to control my security by disabling my local NAS drive music library. But, much much more annoying is that everytime I open the new app it fails to recognise my Sonos Moves. And I use them all day long. It just about recognises the rest of my system, although start up is slow. But the Moves regularly aren’t recognised for several minutes, if at all. Just unacceptable. Of course, I’ll email them as well, perhaps post on Social. But I realise this may not achieve anything… at least I will have vented :-)

The best way to show your displeasure is by hitting SONOS where it hurts: their market value. So, if you own stock in SONOS or know someone who does, disinvest and put your money elsewhere. I’d love to see a TikTok-driven effort to hit SONOS’s bottomline. That would be sweat. Alternatively, start thinking about alternative hardware and tell your friends why you’re no longer excited about SONOS, its products, and its software and support.

The new upgrade bricked my Sonos beam. I have wasted over 10 hours troubleshooting, on the phone with support, and jumping through the hoops to no avail—zero accountability.

S

Well here's my response from the 'CEO’.

I ended the email (which simply asked him to admit they’d got it wrong and give us back v16 until this was ready) with my full name, but in the reply I’m just ‘C’.

Although I’d like to think it is written by a human, it has more than a whiff of being AI-generated.

It has the usual ‘We are right and know what is best for you’ paragraphs - such arrogance - and at the end I am told to ‘Have a bit more patience.’ 🤯🤯🤯

Sonos have drunk their own Kool-Aid. 

Hello C,

Thank you for reaching out to Sonos.

My name is Ünal C., and I'm an Escalation Specialist on the Customer Experience team here at Sonos.
Our CEO, Patrick Spence, brought your feedback to my attention, and I wanted to see if there's anything I can do to help address this.

I am truly sorry to hear about the frustration you are experiencing with the new app update. Your feedback is important to us, and I want to thank you for bringing it to our attention. Therefore, I will take this case into my own hands and help you further. As a valued long-term customer, your satisfaction is our top priority. 

To begin with, the streaming industry is undergoing a rapid change. As a leader in sound experience with an open platform offering unparalleled choice, Sonos is focused on creating a better way to listen. We’ve redesigned the Sonos app to bring all your content across your services into one customizable home screen for a more personal listening experience, built on an agile software platform for a smoother, faster streaming experience that can – and will – support more innovation over time.

Furthermore, the redesigned Sonos app is a completely renovated, future-built app experience that brings all your favorite content across 100+ streaming services in one easy-to-use home screen. With a customizable layout and more accessible, intuitive controls for grouping and more, the redesigned Sonos app gets you to the music you love even faster for effortless out-loud listening.

Moreover, the revitalization of the Sonos app is our most ambitious software update yet and aims to address what our customers have been asking us for. It’s a huge undertaking, and we are taking the time and effort to ensure all features work seamlessly and meet both our standards and the standards of our listeners. With this commitment in mind, features such as playlist creation and queue editing within the Sonos app, sleep timers, and local library support will not be available at launch, but will be added to the app on a rolling basis over the coming months.

I understand how these missing features can impact your experience with our products. However, I would kindly ask you to have a bit more patience and make sure the app is up to date. This way, the features that are missing and planned to return will return.

Please keep in mind that your feedback is invaluable to us as we strive to improve our products and services. 

Thank you for your patience and understanding  

Best regards, 

Ünal C.
Sonos | Customer Experience - Level 2 | Contact Us
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They don’t even hide the fact that their goal is to be a speaker system for streaming services (or maybe even become one?). This is a joke. To those of us who invested into the ecosystem to listen to local music, the joke’s on us.

May some other company that can already do this crush them, if this is where they really want to go.

I was a huge sonos fan for years. But what has happened now is not possible. You upgrade and suddenly your own music (which you have been working on for years) is no longer playable. I don't know who's idea this was, but I don't think Sonos products will be bought much anymore. How do people think about embarrassing millions of users like this? I hope that Sonos intervenes very quickly, or this could be the downfall of what is nevertheless a very solid product.

Sonos is the biggest scam ever… their products never work!  I am definitley going to a new company.