New Sonos App Update Sucks Massively


Userlevel 5
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Sonos really screwed the pooch on the update.  Nothing connects now, simplicity is gone.  What in wide world of sports were you thinking?????  Was there any real world testing done?  Massive screw-up.  Thinking of pitching what I have and starting over with another brand.  Awful product


135 replies

Userlevel 5
Badge +1

Can you please let us have the old Sonos 2 app back while you all try to make sense of this monstrosity of ineptitude that you have created with this update? No more excuses and no more delays!  Give us back the old app now. I have been a Sonos customer for 12 years and I have never encountered such an utter failure in any update of software. How is it possible to not put in a search feature for the home library?? With 30,000 songs in my library, scrolling to find anything is absurd! Your update totally *. 

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

Userlevel 6
Badge +4

It's been more than 1 week without music!

PLEASE ROLL BACK TO 16.1!

Userlevel 3

Same here. My devices won’t connect to wifi, connect to each other. 85 minute wait time to speak with customer service. No live chat ability. HORRENDOUS!

Userlevel 4
Badge +1

Nothing like fixing something that WAS NOT BROKEN. 

Userlevel 3

PLEASE DO SOMETHING!!

We’ve spent thousands of EUR and the system is pretty much useless after the update. Feels like you are a start-up all over again.

Super disappointed.

Userlevel 3

I have easily $20k+ in Sonos.  I had an additional $4k in my cart to buy today.  I don’t know if I can keep trusting the tech.  I loved it because it was incredibly flexible and because when everything else failed, Sonos worked.  Since the update from hell it’s now slow, I can’t get line in to work and share across amps the way it used to, and it is so confusing that I can’t use it.  Why can’t I select a new source from a device group?  Why is it sooo slow?  Why do 4/8 of my amps not connect with each other?  Why is line in audio from one amp trying to play across others choppy droopy and sounds like crap?  What happened to testing before releasing?  Fire your QA team.  Fire your Eng leader.  Fire your UX leader.  Test your releases.  Try focus groups with real users that actually put your tech through its paces in complex scenarios. 

Userlevel 4

It sucks. Nuff said. 

Userlevel 4
Badge +1

LET’S SAVE MONEY 

This has all the earmarks of a department moved offshore!

Userlevel 3

Can’t conect to my Move.  All my others connect. This sucks. 

Userlevel 2

The new update is a hit in the face of the customer.   

Userlevel 2

I agree the UX is absolutely terrible.  @sonos - Please roll the App back to where is was before this latest update.

Userlevel 2

The sonos app has always been the weakest link, but the latest update is the worst.

It doesn’t recogniose my sub and the two Play 1.

I’ll never buy a product from this company ever again!

Userlevel 2

I have been a Sonos fanboy for 10 years. The previous apps were so intuitive and full of features. This latest update is very tough to use for old and new users,  also features are missing,  like being able to change the speakers wireless channels for people with wifi issues. 

Its also really hard to group rooms, and really hard to go backwards if you group the rooms to the wrong session of whatever youre playing. 

Before the system would help you group based on what was already playing.

 

There needs to be either be a rollback or a new update that includes the more intuitive previous experience. 

Userlevel 2

The app is horrible. Some speakers did not roll over. Song queues are a mess. Music plays on its own. The last app was great easy to use. Easy to add new speakers. Now it’s just a mess. Had to turn it off last night because it wouldn’t work. I wonder if Sonos reads these. 

Userlevel 5
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I strongly suggest Sonos start using a beta channel for its software updates. There’s nothing wrong with trying out radical changes and ideas, seeing what floats and what doesn’t. Just don’t use your regular customers for this purpose. 
 

The vast majority of us simply want a stable, easy-to-use system. Let the bleeding edge crowd do your beta testing, and offer general release updates only when they’re ready. 

This isn’t rocket science. 
 

 

Userlevel 2

Agree with everything being said this update has made the app even worse than it was, I can't do anything with it even down to controlling the volume. Get this sorted Sonos I've spent big buying this system and you've just ruined it

The app is horrible. Some speakers did not roll over. Song queues are a mess. Music plays on its own. The last app was great easy to use. Easy to add new speakers. Now it’s just a mess. Had to turn it off last night because it wouldn’t work. I wonder if Sonos reads these. 

They know the app sucks. They just don’t care cause they have headphones to sell. 

Userlevel 3
Badge +1

A gleaming reputation that took over a decade to build by the work of soooooo many talented people, destroyed by this release. The beautiful code with a thoughtful UI with functionality that  others could not equal, gone. What’s worst, it marginalizes the beautifully designed HW and all the work that went into them. The HW is now just an internet radio. Never thought Sonos leadership would EVER let this happen. Shame on you for not listening to your beta testers. You knew it was broke and you released it anyway.

I have Sonos in virtually every room of the house. No, I will not go and factory reset every single one just to see if that fixes it. You didn’t take care of your legacy consumers. The ones that supported you when it was a Russian iPod and a hunk of aluminum.

Give everyone in customer service a raise and hold the decision makers accountable.

Shame on you, Sonos Leadership.

James Koo

former Sonos Director of Mechanical Engineering

Userlevel 4
Badge +1

After more than 90 minutes on the phone to tech support, farmed out to the Philippines, I was finally able to get the Sonos app to connect to my personal music library on my personal server. (The app has done this flawlessly for over a decade prior to this “update”). Guess what? It still sucks! No playlists. No adding items to an existing cue. No timer. Everything is extremely sloooooow ( using M2 chip and latest OS). It takes forever for song info to update. The GUI says I’m still playing a song that ended 5 minutes ago. The GUI says my Sonos amp is playing audio from the TV while it is actually streaming music from an album. 
I’ve never experienced this level of incompetence in software engineering before. My take away is that what Sonos says is not to be trusted in any way.

Userlevel 3
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The new app sucks so bad that I can't even control volume on one zone.  3+ second lag.  For volume.  Come on, your 'upgrade' has made it impossible to simply control my volume accurately.

FIX THIS DISASTER.

Userlevel 2
Badge +1

Sonos totally messed this app release up big time.  I have 25 devices and none of them stay grouped, Stereo pairs keep separating, Sub’s stop working, Sonos voice is not working, zones start playing different music, etc… this is a nightmare release.  I can hear the phone support people now… can you reboot your router, can you unplug all 25 devices, and you plug them back in… The truth is that the system worked great on S2!!!  What a total cluster.

ROLL US BACK TO S2!!!!

 

Userlevel 1
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I’m not usually one to comment on these community threads but this is a disgrace. Like many others I’ve spent quite a lot fitting the house out with Sonos products and have been a loyal supporter for many years. I was looking forward to the update to be honest, as Sonos in my experience has been pretty polished and I expected them to get it right but the update has not been fit for purpose to say the least. Why oh why release it WITHOUT many of the features Sonos users have utilised on a daily basis for years?!? I expected a speedy patched update returning these features pretty sharpish, but no, nothing. No alarm, no queue combining albums, massive volume control lag, painfully sluggish etc.

First world problems I know but I really expected a lot more from Sonos. 

I strongly suggest Sonos start using a beta channel for its software updates. There’s nothing wrong with trying out radical changes and ideas, seeing what floats and what doesn’t. Just don’t use your regular customers for this purpose. 
 

The vast majority of us simply want a stable, easy-to-use system. Let the bleeding edge crowd do your beta testing, and offer general release updates only when they’re ready. 

This isn’t rocket science. 
 

 

 

What makes you think they don’t use beta?  More than a few posters stated they participated in a beta and made their concerns known about the app.  This isn’t a development or QA thing, the obvious flaws didn’t fall through the cracks of a beta program, nobody would miss such glaring omissions.  This app was released with the flaws well known, probably to facilitate the release of the new hardware in time for the end of the fiscal year.  That’s not a development decision; that’s on the beancounters, the executives and/or marketing.

Userlevel 1

What a mess.  Like many of you, I’ve been a loyal user for years and have speakers in every room. THANK GOD I didn’t upgrade and my system still works. It’s just another example of C-Suite morons ignoring the engineers and developers and making the decision to move forward anyway. I feel so sorry for the developers, engineers, and support staff who undoubtedly had to bust their humps to meet an unreasonable deadline, communicated the shortcomings and were ignored, and who are now having to bust their humps again to fix this ess-show while the C-Suite morons hide from all the customer vitriol in their ivory tower. 
 

I’ve read mention of people exploring other options. Has anyone found any…?

Userlevel 1

QA this much?  Apparently not. Complete debacle.  Is there a timeline to fix this?

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