Contributor I

New Sonos app - The worst ever

Forum|Forum|2 years ago
May 22, 2024
218 replies
19351 views

I am writing to express my frustration and disappointment with the latest update of your app. Since the update, I have encountered numerous issues that have severely disrupted my experience:

Speaker Detection Issues: The app intermittently fails to detect my speakers. They appear and disappear at random, making it impossible to manage them effectively.
Grouping Problems: When I try to split the music in one room from the group, the remaining speakers stop working and cannot be re-grouped. This has rendered the multi-room functionality unusable.
Playback Failures: None of the speakers will play music after attempting to manage them through the app.
App Connectivity: The app frequently loses connection with the speakers and is unable to detect them again.

Moreover, the support wait times are exceedingly long, often over 70 minutes, and the chat support has not been helpful in resolving these issues. This situation is unacceptable and has caused significant inconvenience.

I urge you to provide an option to revert to the previous version of the app until these critical bugs are resolved. Additionally, I would appreciate a more responsive and effective support system to address these urgent issues.

Thank you for your immediate attention to this matter.

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A

Aggy

Contributor I

HAS ANYONE RECEIVED ANY RESPONSE FROM SONOS??? What the hell is going on with them?

G

gotzshakespeare

Lyricist I

I am writing to express my frustration and disappointment with the latest update of your app. Since the update, I have encountered numerous issues that have severely disrupted my experience:

Speaker Detection Issues: The app intermittently fails to detect my speakers. They appear and disappear at random, making it impossible to manage them effectively.
Grouping Problems: When I try to split the music in one room from the group, the remaining speakers stop working and cannot be re-grouped. This has rendered the multi-room functionality unusable.
Playback Failures: None of the speakers will play music after attempting to manage them through the app.
App Connectivity: The app frequently loses connection with the speakers and is unable to detect them again.

Moreover, the support wait times are exceedingly long, often over 70 minutes, and the chat support has not been helpful in resolving these issues. This situation is unacceptable and has caused significant inconvenience.

I urge you to provide an option to revert to the previous version of the app until these critical bugs are resolved. Additionally, I would appreciate a more responsive and effective support system to address these urgent issues.

Thank you for your immediate attention to this matter.

Sonos has taken an app that worked well 85% of the time to one that is virtually unusable. I was looking at upgrading to the newest speakers (x8) but now considering dumping the system and going with something else if this isn’t resolved quickly.

I have the same problems and the new app absolutely sucks.

Ken_Griffiths

HAS ANYONE RECEIVED ANY RESPONSE FROM SONOS??? What the hell is going on with them?

Here’s their published development roadmap, I’m just assuming you’ve not seen it before…

https://support.sonos.com/en-us/article/the-new-sonos-app-and-future-feature-updates

W

WSPMSG

Lyricist I

Spoke to Sonos over a month ago, told me app would be updated in a few weeks. The agent acknowledged the many problems I am experiencing with the new Sonos app are happening to a large percentage of users. And no, the app has not updated since. Honestly the new Sonos app is without question the worst app I’ve ever used. I used to believe Sonos to be a marquee brand but they have done terrible damage to their name with this roll out. It was obviously not vetted, as there are too many problems to list. From speaker delay to not accepting volume request (whether increase or decrease) to non-functionality with playlists, this new app is an embarrassment. Sonos charges a lot of money for their products and now offers no functionality with the new app and zero effective support. I am now forced to use the individual streaming apps (Spotify, Apple, Nugs, etc) on my iPhone to listen to music and stream via Bluetooth to my Sonos speakers. I have NEVER experienced a brand I held in such high regard (I’ve owned Sonos products well over 20 years) take such a nosedive. Perception is reality in business and marketing and my perception is that Sonos has shirked its responsibility to their consumer with this too early release of their new poorly designed and nonfunctioning app. Just awful.

N

nik9669a

Senior Virtuoso

Spoke to Sonos over a month ago, told me app would be updated in a few weeks. No, it did niot. Honestly the new Sonos app is without question the worst app I’ve ever used. I used to believe Sonos to be a marquee brand but they have done terrible damage to their name with this roll out. Was obviously not vetted, as there are too many problems to list. From speaker delay to not accepting volume request (whether increase or decrease) to non-functionality with playlsts, this new app is an embarrassment. Sonos charges a lot of money for their products and now offers no functionality with the new app and zero effective support. I am now forced to use the individual streaming apps (Spotify, Apple, Nugs, etc) to listen to music and stream via Bluetooth to my Sonos speakers. I have NEVER experienced a brand I held in such high regard (I’ve owned Sonos products well over 20 years) take such a nosedive. Perception is reality in business and marketing and my perception is that Sonos has shirked their responsibility to their consumer with the too early release of their new poorly designed and nonfunctioning app.

Whilst the new app is still rather lacking in features and functionality, it is untrue that Sonos has failed to update the app in the last month. You claim “Spoke to Sonos over a month ago, told me app would be updated in a few weeks. No, it did niot.” In fact there have been several software releases in the last month, detailed here in the release notes:

https://support.sonos.com/en-us/article/release-notes-for-sonos-software-updates

Please, let’s keep honest about the shortcomings of the app, or the complaints can too easily be dismissed.

W

WSPMSG

Lyricist I

My Sonos iOS app functionality has not changed one iota since my call to Sonos. I understand what you’re saying, there indeed was an update on July 7 but the end result is the same. Terrible app that seems to have been designed for appearance and not user experience. App utility and performance is terrible. Needs major overhaul work, not incremental.

S

sunychen23

Lyricist I

totally don't understand why they are pushing out such an immature update. Many years of reputation and trust can be easily wasted. Please do sth to make S1 version available to switch back.

L

Listener2024

Lyricist III

App is better than at launch but still seems to mess up the basics like volume control which is very unresponsive with ridiculous lag and the simple thing of switching off ! Often having to unplug to stop the playing . Like I said it is better than the awful launch version but still a very annoying piece of software

Ken_Griffiths

App is better than at launch but still seems to mess up the basics like volume control which is very unresponsive with ridiculous lag and the simple thing of switching off ! Often having to unplug to stop the playing . Like I said it is better than the awful launch version but still a very annoying piece of software

I’m not seeing issues with volume control - I suspect that might be down to LAN/WAN latency issues maybe check your device SNR levels as mentioned here:

https://support.sonos.com/en-us/article/understanding-the-network-details-section-in-the-sonos-app

See if you can perhaps get your devices on the faster 5Ghz band where that’s available/practicable and aim for levels 45dB or greater (if that’s perhaps possible too🤔)?

L

Listener2024

Lyricist III

Thanks for your tips

unfortunately all those checked out and tried different settings with BT and Sonos agent helping
it all used to work rather well so remain very disappointed

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