New App: how do I add songs to a playlist currently playing

The “hidden in plain sight” corollary to this debacle of an app upgrade is that, years ago, Sonos outsourced its technical support. It used to be that there were people at Sonos who knew the product and could help solve issues. Now, technical support is atrocious, and it is apparent that Sonos really doesn’t care.

I think the common denominator for all of the recent problems is a failure of leadership. The CEO didn’t offer, but forced everyone in to an app he knew had problems and wasn’t ready.  I in his statement he refers to this decision as “courageous”.  I’ve read hundreds of responses to the new app, not one person used the word courageous.  The CEO is completely out of touch with his fan/customer base.  Management became singularly focused on rolling out the headphones, this is why they rushed out a not ready app.  The attitude of we already have the existing customer’s money just focus on new money (the headphone) will undoubtedly lead to a consistent degradation of existing support for their products.  Personally I think this new attitude will spell the end of the company, but by then the CEO will be on an island with his pay package.  He came from blackberry, kind of tells you how he thinks, he needs to be replaced to restore the lost faith in Sonos.  If you read his comments he said 99% of the people love the new app.  A leader who believes that will only lead the company in one direction…

Stock analysts think the decision is dubious and are not convinced the headphone nonsense will “save” the company.  Maybe they made a “boomer” product that’s run it’s course. Who will be their new customers?  Are younger people buying and ripping CDs to a NAS library? Or do they just stream everything or play from their phones?  Do they care about whole house audio?  This feels like a “TiVo” moment to me.  Sonos have probably sold about as much gear as possible to an aging group who they have now alienated. Now they are going up against Apple, Sony, Sennheiser, Bose, B&W, and so many other headphone makers.  If they think they can “Sonos ecosystem” people into their cans, they are tripping - no way this saves the company, especially given the broken app and that the cans aren’t even a Sonos player, just an ARC extension and otherwise just very expensive BT cans.  They have lost their minds.

Had they not broken the app, and customer trust, and released some cans that I could wear and listen to just like any other Sonos component, they would be in much better shape, but this...NOPE!

I think your analysis is correct.  I see similarities with Bed Bath and Beyond.  They too alienated a very loyal customer base by doing away with their coupons.  I wrote the CEO at ceo@sonos.com and suggested he read about Bed Bath and beyond.  

Jgatie, thank you so much. You’re the first response I read and now it’s working. I appreciate it. Thank you.

How do I find my playlist on the new Sonos app

Dli, I lost mine with the update also.  I called customer service yesterday and spoke to them for an hour and they were not able to find or recover my playlists.  I’m now elevated to level 2 support so doesn’t seem like an easy fix, if it can be fixed at all. 

I just want to say that this new app is so impossibly BAD that I cannot believe that the people who created it actually use this product. I am so incredibly angry that the fantastic system I once owned is now next to useless! I cannot add, subtract, or move songs around in my playlists. It is next to impossible to create new playlists because all my music in my music library has to be SCROLLED THROUGH instead of shortcuts to get you near where they occur in alphabetical order. There is no sleep timer which was one of my favorite tools. Some of my playlists are instantly gone and no way to get them back. What a huge waste of time and cause for endless frustration. Why can’t they just let us re-install the old app until they finally fix this one? There is much more that I’m angry about, but the bottom line is that obviously the people who built and let this piece of crap be pushed out to us have only the goal of destroying this company, because I certainly have no desire to keep any of my now-useless products, or recommend this piece of crap to anyone. Who cares if the speakers work well if you have to beat your head against the wall to try and play the songs you want? I used to support you Sonos but I cannot anymore and I frankly doubt you can win back my loyalty because the mess you have made is mighty. Give us back the old app until you can redo this new piece of crap. 

Pearl83 at least you have some access to some playlists.  I can’t see any of my playlists and none work.  Years of developing my ideal playlists all gone overnight.  I don’t stream, so like you my thousands of dollars of speakers are now useless to me.  
 

They won’t bring back the old app because they need the new one to run the headphones they are coming out with beginning of June.  This is all about selling headphones.  They knew the app wasn’t ready but they didn’t want to delay release of the headphones so they pushed it out.  That’s what is so bad, none of this is a mistake, they did it on purpose.  They knew a lot of us would have major problems, but hey they already got our money, their only interest now is getting that new headphones money.  

Ken 354, you are completely correct and I’m now trying to figure out how to salvage my system. I’m trying SonoPhone app right now, and I’m going to look into other options, whatever those may be?  It is truly disgusting what Sonos just did to so many of us.