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I was unable to add my music library. It had worked fine in the past but it was lost with a macOS update.

I called Sonos support and after waiting over an hour I was connected.

We went through the screen sharing and the support rep (who was very hard to understand) tried many times to sort it out. He failed and asked me to hold so he could talk to another level of support. No one was available so he created a ticket and I was told to expect an email in the next few days to schedule a lever 2 call.

I got the email this morning that provided a link to a scheduling calender.

The calendar was empty of time slots.

At the top it says “Select Service Appointment Time” and has a drop down with a very long list of time zones.

There is a button to move the calendar a week at a time - and a button to select a day on a full calender.

Eventually, by moving weeks ahead I see an appointment time appear on the calender for 8:30am two weeks from now. 

That time will be difficult so I looked another week ahead - nothing available. I looked for other weeks and nothing shows on the calendar.

I have agreed to the time on July 3. We will see how that goes.

WHAT HAS HAPPENED TO SONOS???

I have been a loyal Sonos customer from day 1 almost twenty years ago?

It seems releasing new speakers and headphones are the priority and support is not important.

The new Sonos app that was recently released was an amazing disaster. Complete incompetence in a software release.

I have read the many horror stories of other users like me that have invested significant $$$ over the years and are now disgusted.

 

 

 

I see Sonos going out of business. I have ten thousand dollars worth of Sonos products and can not get them to work right since the new app. I have spoken to two reps. Neither one of them knew how to close a window on a MAC and one of them searched my browser history. How is that helping me. VERY suspicious. Customer service with this company no longer exists. They are farming it out over seas because the problem is so big that paying Americans to handle such a large problem would put them out of business. I tried to make a third appointment for help and the email they send you with times available has no times available. I checked all the way into may of 2025. I guess this is their way of telling me they can not help me or don't care to help me Im not sure. I feel really ripped off. Why when you have a problem this scale would you not hire real help. People that actually know what they are doing. The two people I have spoken with very clearly did not know what they were doing. So disappointed. I'll bet money SONOS will remove this post. 

 Don’t have a Mac, but would a Mac OS update mess up a share setting?

I see Sonos going out of business. I have ten thousand dollars worth of Sonos products and can not get them to work right since the new app. I have spoken to two reps. Neither one of them knew how to close a window on a MAC and one of them searched my browser history. How is that helping me. VERY suspicious. Customer service with this company no longer exists. They are farming it out over seas because the problem is so big that paying Americans to handle such a large problem would put them out of business. I tried to make a third appointment for help and the email they send you with times available has no times available. I checked all the way into may of 2025. I guess this is their way of telling me they can not help me or don't care to help me Im not sure. I feel really ripped off. Why when you have a problem this scale would you not hire real help. People that actually know what they are doing. The two people I have spoken with very clearly did not know what they were doing. So disappointed. I'll bet money SONOS will remove this post. 

 

What are the issues you’re facing?  Maybe someone on the forum can help instead…

Edit: just seen it’s music library issues. If the posts you have read on here so far don’t help, then potentially it might need to be awaiting an app update in the coming weeks that will solve it. Most music library users are experiencing some sort of issue, so I’m not sure contacting Sonos actually helps, as music libraries are a very specific knowledge area that the general Sonos support are unlikely to be fully clued up on...

There are no available dates for level two support. I've clicked five months out. I hate this system so bad. Going onto my fourth month with no sound whatsoever.

There are no available dates for level two support. I've clicked five months out. I hate this system so bad. Going onto my fourth month with no sound whatsoever.

This is your second post without posting any details of the issues you are facing. What specifically is happening/going wrong with your system and someone on here might be able to help get things at least half working.

Half working?  What’s does half working mean??? Like working just a little bit. I’m confused. Lol, smh. I’m having the same issues that the millions of people have when then try to update their system. The system, playbar, surround and sub.None of them are working. I followed what you guys outlined, removed it when it was FULL WORKING ( Factory reset) and tried to add it back for the update, only to get Error 30, error 1000 Error 1012 codes. All of this after I was on the phone with your tech support for an hour and 45 mins. Not including the 30mins wait. BUT WAIT! it gets better. I then was told I need level 2 support and I had to schedule an appointment  (WHAT!!!) when I received an email.  Clicked the link to schedule. NO AVAILABLE DATES. Lol 👈🏼 to keep from crying. At this point I have to man up and take my L. This reminds me of the “SONOS POP OF DEATH.” When you guys treated us like we were crazy and rolled out an update 9 months later.  
Yeah, take my L like a man and throw the entire system in the trash. My other system on the Arc works fine. But I’m planning on giving it away because I’ve had enough. Anddddddd. I’ll give them my Move speaker which has the worst battery life ever and never stays connected. I could find better ways to waste $5000 bucks. I should have never left Bose. 
 

Half working🤣🤣🤣……When I paid FULL PRICE!!!  Insulting 😡😡😡 

Half working?  What’s does half working mean??? Like working just a little bit. I’m confused. Lol, smh. I’m having the same issues that the millions of people have when then try to update their system. The system, playbar, surround and sub.None of them are working. I followed what you guys outlined, removed it when it was FULL WORKING ( Factory reset) and tried to add it back for the update, only to get Error 30, error 1000 Error 1012 codes. All of this after I was on the phone with your tech support for an hour and 45 mins. Not including the 30mins wait. BUT WAIT! it gets better. I then was told I need level 2 support and I had to schedule an appointment  (WHAT!!!) when I received an email.  Clicked the link to schedule. NO AVAILABLE DATES. Lol 👈🏼 to keep from crying. At this point I have to man up and take my L. This reminds me of the “SONOS POP OF DEATH.” When you guys treated us like we were crazy and rolled out an update 9 months later.  
Yeah, take my L like a man and throw the entire system in the trash. My other system on the Arc works fine. But I’m planning on giving it away because I’ve had enough. Anddddddd. I’ll give them my Move speaker which has the worst battery life ever and never stays connected. I could find better ways to waste $5000 bucks. I should have never left Bose. 
 

Half working🤣🤣🤣……When I paid FULL PRICE!!!  Insulting 😡😡😡 


What a lot of words that I’ve no intention of reading. I asked a straightforward question. I haven’t time to unpick that tirade. 

So now you’re REFUSING TO DO YOUR JOB!!! 
You ask and I ANSWERED.

PLEASE SEND THIS CASE #**********TO SOMEONE WHO IS WILLING TO DO THEIR JOB!!!  Do you have time on your JOB to do that?  

Now I understand the reason behind so many customer service complaints. You work in CUSTOMER SERVICE and don’t have time to help complaining FRUSTRATED CUSTOMERS 🤣  

I just want to fix so I can give it away. 
You have just proven everyone's point. 

HORRIBLE CUSTOMER SERVICE ON FULL DISPLAY. And now I have it on record. 

Thank you. 😁

Moderator edit: Case number recorded and removed - identifying information.
 

Hi @BuyBOSE 

For your information, @Rhonny is not Sonos staff - he is another customer, just like you, trying to help you out of nothing more than the kindness of his own heart - just like anyone else here on the forum not marked as Sonos Staff in the way that I am.

It seems strange that you were asked to make an appointment if none were available. I think this may be the first time it has happened, however, so I don’t know if there are contingencies in place for such an occurrence, but I offer our apologies to you nonetheless. I have asked that someone (staff) take possession of your case and to get in touch with you.

I hope this helps.

Sonos Staff are marked as such

 

Wait…..I’m confused. @Rhonny isn’t  employed by Sonos. 🤣🤣🤣🤣🤣🤣🤣🤣🤣 I wouldn’t listen to people complain for free either. 🤣

Disregard.  

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