After 2 hour wait finally got tech support. The Support Rep was very unclear and confused as if the things broken, were coming across as new bug reports. Sonos product team decided they will use customers for bug testing rather than releasing their own tested product. I have 5 Play 1s, 1 Play 3, 1 Play 5, 1 Move2, 1 bridge, 1 SUB and 1 AMP. The Play 5 and 2 Play 1’s are used with the AMP and SUB for surround sound system. Here are my major issues. App update broke EVERYTHING. Had to do a complete reset and reinstall. After I got over the anger, was able to add all the speakers bad. iOS- trying to GROUP the AMP with the PLAY 5 and 2 PLAY 1s to do surround with TV DOES NOT work. But the MAC app allows that, so i’m able to watch TV but i have to use MAC to control everything. iOS app is useless. I tested Android app with android phone, and that app works fine. Also, when i choose “TV” input while trying to group the AMP with any speaker, the app doesn’t allow that. But i can choose TV input using MAC app. So basically iOS is screwed up. That product person couldn’t make the deadlines before release. Tech support rep tried fixing and then finally admitted it’s a problem. I had 2 Play 1s added as “surround speakers” to the AMP before the App and system broke. Now, i have to group them, before they were automatically part of the AMP surround speakers. I tried to redo this configuration by “removing surround speakers” from AMP and then re-add them, but the “remove surround speaker” feature doesn’t work- again, tech support said they know this feature is missing and wait for next release. What a terrible product release. 1 had subwoofer added to AMP. SUB also shows that it is still connected to AMP but not working. And i can’t remove/re-add etc until next product release. So i’ll be enjoying movies without the base. Thanks Sonos. You are terrible. Cannot add music library to the app. They only want you to stream music. Say goodbye to the music library on your computer.Oh not to mention, tech rep got so frustrated that all these things weren’t working after 1 hr 15 min with me on the phone, she just shut down and said just wait for the next app release, i can’t do anything more and hung up. Welcome to $5K+ spent on Sonos products where they think they are trying to ‘make it easy’ for the people, but instead break everything that was working. Worst quality control of any product i’ve ever seen released. This won’t even qualify as an alpha release.

Contributor I

Answered

App update broke the system- Tech supported admitted the features are broken

Forum|Forum|2 years ago
May 18, 2024
24 replies
2584 views

After 2 hour wait finally got tech support. The Support Rep was very unclear and confused as if the things broken, were coming across as new bug reports. Sonos product team decided they will use customers for bug testing rather than releasing their own tested product. I have 5 Play 1s, 1 Play 3, 1 Play 5, 1 Move2, 1 bridge, 1 SUB and 1 AMP. The Play 5 and 2 Play 1’s are used with the AMP and SUB for surround sound system. Here are my major issues.

App update broke EVERYTHING. Had to do a complete reset and reinstall. After I got over the anger, was able to add all the speakers bad.
iOS- trying to GROUP the AMP with the PLAY 5 and 2 PLAY 1s to do surround with TV DOES NOT work. But the MAC app allows that, so i’m able to watch TV but i have to use MAC to control everything. iOS app is useless. I tested Android app with android phone, and that app works fine. Also, when i choose “TV” input while trying to group the AMP with any speaker, the app doesn’t allow that. But i can choose TV input using MAC app. So basically iOS is screwed up. That product person couldn’t make the deadlines before release. Tech support rep tried fixing and then finally admitted it’s a problem.
I had 2 Play 1s added as “surround speakers” to the AMP before the App and system broke. Now, i have to group them, before they were automatically part of the AMP surround speakers. I tried to redo this configuration by “removing surround speakers” from AMP and then re-add them, but the “remove surround speaker” feature doesn’t work- again, tech support said they know this feature is missing and wait for next release. What a terrible product release.
1 had subwoofer added to AMP. SUB also shows that it is still connected to AMP but not working. And i can’t remove/re-add etc until next product release. So i’ll be enjoying movies without the base. Thanks Sonos. You are terrible.
Cannot add music library to the app. They only want you to stream music. Say goodbye to the music library on your computer.

Oh not to mention, tech rep got so frustrated that all these things weren’t working after 1 hr 15 min with me on the phone, she just shut down and said just wait for the next app release, i can’t do anything more and hung up. Welcome to $5K+ spent on Sonos products where they think they are trying to ‘make it easy’ for the people, but instead break everything that was working. Worst quality control of any product i’ve ever seen released. This won’t even qualify as an alpha release.

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Best answer by Andrey P

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iseekthegrail

Contributor I

I usually don’t like to post or comment when I’m emotionally charged about something as it can come across as, well emotional and not objective and productive. But I think everyone is emotional about this disaster. Like many others, I have invested in SONOS for many years, (Play5, 2x Play1, 2x Play3, Sub, Beam, 2x Move) lauded the convenience and experience to others, and I now feel like I’ve been stood up at the wedding alter.
The app quality has been going down for a few years but this is now just criminal. Yeah, like class action lawsuit criminal.
Update the app and remove all sorts of functionality. Android app just does not work. The Apple app kinda works, but not continuously. The only way I can still use any of the speakers is if I use the PC client. And the old version at that - I refuse to update to the new version and think that may be the only reason I can still use them at all. Having to go to my office to control any of the speakers is not what I paid for. (I simplified my network, everything on 2.4Ghz, etc. so that is not a part of the equation for any of this.)
Sonos has a community of customers that have been marketed to and stated functionality that can be enjoyed with the products, and then they have basically created nothing but expensive bricks in people’s homes and businesses.
I can’t even fathom what was/is going through the leadership’s minds. This is one of the worst customer betrayals I can ever remember reading about much less experiencing.
But the fact is that I, like many people, still have all of these speakers in my house. (I even had outlets specifically installed on the high walls when remodeling our kitchen for the Play3’s) I may never buy another Sonos product again, but I still expect to be able to use what I have for a long time still so… Sonos - fix your %$^&.

C

ChrisJane

Contributor I

Same here. App update and now my system can’t be found. Works on my iPad wand desktop with old app. so frustrating. Our entire house system over 30 speakers is useless!!

H

harrisvow

Lyricist I

oved SONOS and kept buying more and more products. They updated the software and my system is almost a brick. It has become hard and frustrating to use.

I am about to put it all on ebay and look for a plug and play system that works.

It is unusable. Please give us our old software back. It worked just fine!!!!

Harry Slaughter

Contributor II

I started with a couple of Sonos 5s back in 2017. They worked so well, I eventually added 6 more devices. Then about 1-2 years ago, the app just became a turd. It’s a struggle to get it to work. I fight with it for several minutes just to get something playing. It appears there is a communication error between the device I’m running Sonos app on and whatever it communicates with. I have to select a playlist or a volume again and again because it keeps resetting to previous values.

It has always had a second rate UI that prefers a lot of icons and graphics over functionality and accessibility. But I can deal with that if it works.

The whole system worked really well for years. Very responsive. Only brief delays when changing things on the app.

Now it’s painful to use.

Plus I have a feeling these speakers will become unusable prematurely as Sonos EOLs them. Didn’t think about that when buying them :)

No more Sonos for me.

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