I’ve had my Sonos system for over ten years and it’s been a bumpy ride. Glitchy software has occasionally caused problems (and usually when I’d done nothing to change my system.)
Today, after updating my operating system, Sonos stopped working again. I’m on a Mac, and updated to OS 15.2.
Sonos wasn’t able to access my music. I did a chat with tech-support which took 20 minutes, and then was told that I needed to do a phone session with remote access to my computer. I then spent more than 2 hours on the phone with your tech support and the guy clearly was out of his depth. Kept moving windows around my desktop and it was obvious that he wasn’t familiar with Mac operating systems. Also, he kept doing the same thing and expecting different results.
He escalated the issue to the level two tech-support people and after another 20 minutes, came back and said that there is no fix. My Sonos system is useless until you update your software to be compatible with Apple’s current operating system. Sadly, he wouldn’t even commit to letting me know when that would happen and the responsibility is mine to keep coming back and checking the release notes page on your website.
As you can, imagine, I am beyond upset. Very disappointed in Sonos.