Can't listen to my own music on Apple Music anymore
According to the Sonos ‘Support’ team, I am the only customer they have that has the following issue…
Since the recent App update, I was unable to access Apple Music and had to ‘reauthorize’ this. Tried, failed, reported, advised, tried, failed etc. Uninstalled, reinstalled, repeat etc
I was told that I could only access Apple Music if I had a paid monthly subscription, which would seem to me to be an illegal practice given I have a fully owned local library of 26,000 songs stored on Apple Music and indeed I can listen to that content on my Mac, iPhone, in my car etc.
After testing that theory, it was indeed correct. Only by restarting a monthly subscription to Apple Music would it get past the Sonos gateway, which I don’t require as I subscribe to Spotify.
On closer investigation, access to Apple Music through Sonos was then only limited to a minority of my library and playlists. Most tracks are ‘greyed out’ and can’t be accessed. Not just tracks I’d burned but also ones I’d paid for and downloaded from Apple…
On reporting this to Sonos ‘Support’, I have been given the same repeated advice to ‘reauthorize’ my Apple Music service and informed that there’s no problem at Sonos with this issue and I’m the only person they’ve spoken with that’s raised it.
Which all sounds great until you spend a nano-second online reading multiple negative reviews and adverse posts, including on their own Sonos Community.
I genuinely have no idea why Sonos are adopting this strategy of denial and dismissive customer service. Unless they are perversely trying to internally sabotage their own brand and value. Truly awful and utterly perplexing.