Artist Radio feature on Tidal still not working

Hi The Duck,

thansk for going through this.

Sonos is not great at sharing information internally.

I was just asking about this issue (Artist Radio on Tidal) on the chat today and they were going to let me go through exactly the same process as you described above.  This issue is not known on the chat support.

i wonder why this forum even exists.

Best regards

jon

This forum exists for the Sonos Community to help other members with issues they might be able to help with. It is not a method to communicate with Sonos Support , as they don’t exist in this forum. At best, you may get a response from the only official Sonos employees here, the moderators. They often attempt to assist, when they can, but more often, are busy collating data to pass on to the development teams and management. 

Dear Airfetlam,

you miss the point.

If the moderators would have collated some data on this missing function and passed it on we wouldn’t be waiting still, nine months later.

I’m not expecting a Sonos employee to solve bug fixes on the forum.

best regards

Jon

Thanks Jon. My Level 3 support call is scheduled for Wednesday.  I’ll update this text stream once we’re done. 
 

and thanks Bruce for clarification. I wasn’t aware of that. I assume you state that somewhere but maybe it’s would be a good idea to make the rules more obvious somehow so people don’t misunderstand the purpose. 

Hi again Bruce,

My original point on poor internal information sharing was actually not so much with regard to Sonos employees on the forum but mainly that if engineering has finally understood that this is an app issue (from the call with The Duck), the Sonos chat support should be aware of this bug when someone else asks about it.

One of the guys was not aware but it turns out that others are well informed as I chatted to another of Sonos chat support staff today and she immediately knew about the Artist Radio bug in Tidal.

That was very good since it saved a lot of time.  Of course it’s still frustrating that ETA is not available yet as Sonos engineers are still “looking into the issue”.  But are least she was able to do her job well.

best regards

Jon

My response was to the question “i wonder why this forum even exists.”.

Having worked for software companies in the past, we certainly didn’t inform our CS reps of every single potential bug there might be, but on the other hand,  we did try hard with larger bugs we were working on to notify the CS folks…but as to whether they all ‘read the memo’ was questionable, especially as CS didn’t sit with the code team. We, on the development team, tried hard, but nothing is ever perfect. 

Progress!

Quick update after today’s level 3 engineering interchange for those interested:

eMail reply from level 3 engineer: “I am able to replicate the issue you are experiencing with Tidal on the iOS version of the Sonos app.  I am in the process of logging this issue with our development team so they can begin working on a fix.  I see in the notes that you reported this quite a while ago, so I apologize for the long delay in getting some attention on it.”

I will continue to update any progress I hear of as I receive it.  Hopefully those of us using “artist radio on TIDAL” will finally be able to do so again soon.

Great!

Thanks for the perseverance and taking the time.

I’m sure that many users have given up (as I did) convincing Sonos support staff that this was not skipping caused by wifi or setup issue.  I wonder about the number of man-hours wasted :-)