Contributor I

The Hot Mess of this Community Forum for Feature Feedback/Request/Voting

Forum|Forum|8 years ago
January 15, 2018
30 replies
1587 views

So, after having my own recent issue be pretty much ignored by Sonos, and slightly poo-poo'd by jgatie (no offence taken), I just can't find ANYTHING that remotely resembles a functioning feedback loop for Sonos. This open wound was stinging with much salt poured into it after visiting CES 2018, of which Sonos is going to get their a$$ handed to them if they don't really listen to their customer base soon, and innovate from the suggestions of people that ACTUALLY use their products. I saw the start of it last year, but it's really picking up steam with everyone getting integrated, with a bar, Alexa, etc. etc.

I know Chris has tried his hand at a voting thread here (https://en.community.sonos.com/controllers-software-228995/wishlist-for-sonos-controller-improvements-6730862/index1.html#post15967003) but it's a hot mess, non-accountable and disorganized. I have no idea what they are working on, what is most wanted, etc. This isn't a slur to Chris by any means and I appreciate what he's trying to do - it's just what it is here for him to work with and let's be honest - it just sucks.

As I say to my people, "You can't come in and b!t*h about a problem unless you bring alternatives, information or a possible solution..." So, here it is (Disclaimer - I don't work or get any money from ProductBoard, it's just one of the better options that does what I'm suggesting):

Problem statement post from them I mostly agree with...
https://blog.productboard.com/validate-ideas-share-your-plans-and-celebrate-what-youve-launched-9912723ff71e

Example Portal:
https://portal.productboard.com/pb/tabs/7-under-consideration

This would be AWESOME in terms of knowing (from a glance, not TLDR of 267 replies on Chris' topic) what the Sonos team sees as important, delivery, rating from the community, etc. Make the suggestion request requirments that they actually own a Sonos unit (they already have that information with our Profile). It would keep the tire-kickers and distractors at bay somewhat, leaving mostly those that have a "dog in the hunt."

This is SO needed here or the upstarts that DO listen and are agile enough to implement (well) the desired feature sets and integration, will eat their lunch.

Can we get some momentum/interest here?

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V

VideoVicAuthor

Contributor I

To address both of you, the "skin in the game" is the way to mute the BS noise. Make accounts in a feedback/issues/bugs/quasi-roadmap be entirely predicated on ownership. At least at that point, if a competitor is wanting to be a part of it, they have coughed up some money to Sonos for the privilege (snicker). It also (should) have provisos to those using such a forum that this for INFORMATIONAL purposes only and not to get "butt-hurt" about timetables, etc. You'd think some of these people commenting have never done any project development a day in their life. Things go wrong, scheduling pert charts break - it's life.

K

Kumar

Does anyone know of any company in any domain of the size of Sonos and above that does this better/more transparently than how Sonos does these things?

jgatie

I posit that most of the BS noise is from owners of the product. The gaming of polls types don't even post, they just register and vote. Two different problems. I also predict that requesting people who have skin in the game not to get butt-hurt is, at least for those who are the most vocal, like asking them not to breathe. We had a person here complain about no set date for Alexa control of Spotify. Then when an actual date was set they complained that it stated "by" xx/xx/xxxx instead of "on" that date. As if delivering early (which Sonos did) was something bad. This happens all the time, just look at the posts simultaneously complaining about the lack of immediate changes to the new app and a lack of testing for the version they want changed. Damned if you do . . .

Now imagine what it would be like if Sonos had a forum dedicated to this. You just aren't going to get many people who appreciate the effort, and those who do will be drowned out by those agitators who simply use any information Sonos gives them as ammunition in their attacks. One poster was so honest in this approach, they literally asked for an explanation for why Sonos cannot do something, not for an actual explanation, but because (paraphrasing) "there are some smart people out here that can tell you where you are going wrong".

U

User103951

Renowned Enthusiast I

You tend here to have enthusiasts (usually stick around a good amount of time), the gloom and doom naysayers (they just stick around to complain about their pet issue for a few months and then when that is resolved they disappear back in the hole they came from), and the casual user (who comes here for some help with a lingering issue and want support).

The enthusiasts - don't really have a place to talk amongst themselves about things that would be improvements, how best utilize the system, wishlist requests.

The Naysayers - clog up threads with continual complaining in a completely uninformed manner (and don't listen to any reason).

The Casual Users - their posts don't have a way to easily get picked up by Sonos because of the volume of them and the other discussions from the groups above that make their posts and legitimate needs less conspicuous.

That's a rather black and white view on the topic isn't it?

A more realistic view is probably something along the lines of...

Super passionates - are basically in love with the brand and don't think their true love can do anything wrong. Typically hang out a lot on the forum. Know the system inside out.

Enthusiasts - Really enjoy using their system and tend tell friends and family about it. Don't bother much if at all with posting, as their system does what it needs to do.

Disgruntled enthusiasts - Got disappointed due to a system change or the lack of an update with feature x or y. Tend to be rather critical and skeptical towards to brand that just let them down. The brand's (lack of) communication policy doesn't help in getting this resolved.

Casual Users - Just try to get by. Often blame themselves for struggling with the system as they are less tech savvy than the enthusiasts. Use the forum as a helpdesk.

Naysayers - never bought into the brand in the first place and are using an alternative solution.

Back on topic
An ideas type of forum with voting would certainly help, as currently such posts quickly get lost And the disgruntled enthousiast would at least have the impression someone's trying to listen.

The big question though is if these ideas will actually result in anything, as even the most upvoted ideas on such boards may never make it to production.

Case in point 1 in 3 ideas from Spotify's top 10 have a not right now status. https://community.spotify.com/t5/forums/searchpage/tab/message?filter=includeIdeas,dateRangeType&include_ideas=true&rangeTime=1M&sort_by=-topicKudosCount

Ryan S

Retired Sonos Staff

Great question and discussion everyone. Thanks for trying to keep everything friendly in here.

We read every thread that's posted and share ideas with the development teams internally. In fact, many of the developers spend a little time here on the boards reading and getting the feel for what you all are asking for.

While we don't have a specific board here for Ideas now, we do keep track of requests internally for our uses.

The big question though is if these ideas will actually result in anything, as even the most upvoted ideas on such boards may never make it to production.

This is a really good point, and one of the main reasons we don't have an ideas board. Some requests, no matter how many upvotes they get on the board, simply aren't going to be possible. Others, though possible, may not happen due to legal/ licensing reasons. There also are many requests that are likely to happen, but might be on a roadmap many years out. PS I'm happy to change your username if you'd like :)

We're hesitant to have a board where you can vote on future features because every time we've had one, we found it set the expectation that there was "vote threshold" some number that had to be met before it'd happen. Which, as already pointed out here, isn't the only factor that can be considered.

We do love hearing what you're looking for, and the teams love getting your feedback. So believe me, your voice is heard by the team. We just don't have a public facing view of which features are the most requested. Outside of just seeing the active discussions that happen regularly.

If you're looking for a place to chat, the Music, culture and industry board is a great place to chat about Sonos and what you'd like to see happen in either small or large scale.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

K

keeper

Enthusiast I

I also guess from a competitor view do you really want to disclose what you are developing.
It would be nice to have some form of update or conformation of a beta program to resolve the unrest with the current controller.

Airgetlam

There is a beta program that you can join for Sonos. Not sure what the criteria is for acceptance, but I know it's there. And I know that they have their own boards, too.

Bruce

Airgetlam

Ah, I bet your "conformation" is an autocorrect issue, and you meant "confirmation". I've run my fair share of software "beta" programs, and all of them were covered under some pretty strict NDAs, so discussion about what was going on would get you kicked out, and not ever invited back in. So any resolution of the unrest with the current controller would likely have to wait until the beta, if there is one, is over, and the software is released to us in the general public. We can hope it is soon, as I'd agree, the unrest is a bit trying.

Bruce

K

keeper

Enthusiast I

Yes, sorry Apple seem to have a few issues with it at the moment.

Airgetlam

No doubt. I'm 90% Apple, and with my fat fingers, I run in to autocorrect issues all the time. 🙂

Bruce

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