Enthusiast I

Answered

Sonos New App Response?

Forum|Forum|2 years ago
May 9, 2024
63 replies
7031 views

Has anyone heard anything at all one way or another from Sonos about the new app: defending it, giving updates on return of missing features to new app, possibility of rolling back to old app, full apology, etc.? I have not seen or heard anything myself other than their own backslapping on social media sites and on the top of their own website. I kind of feel like they just don't care about us existing customers and hope that this whole new app total failure "expletive"-storm blows over. I, for one, feel so let down by their "just don't care” attitude toward their customers that it would be hard for them to recover my loyalty and trust. Some of the missing features, like playlist and queue management and the playing of my local NAS-stored music, are absolute show stoppers for me and will drive me to quickly find an alternative to Sonos for my hard-earned sound system buying dollars.

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Best answer by Cochonou

Here:

Show previous replies

F

fraolim

Enthusiast II

0 star rating.

Pure crap

J

JKSeattle

Lyricist III

It’s a good idea for the class action. Also, notify FTC. If only way to listen is streaming (I.e., paying again for music I already own) it seems to be a tying arrangement that harms consumers. Especially since access to my own music was available when I bought the product.

C

CJH2007

Enthusiast I

Well here's my response from the 'CEO’.

I ended the email (which simply asked him to admit they’d got it wrong and give us back v16 until this was ready) with my full name, but in the reply I’m just ‘C’.

Although I’d like to think it is written by a human, it has more than a whiff of being AI-generated.

It has the usual ‘We are right and know what is best for you’ paragraphs - such arrogance - and at the end I am told to ‘Have a bit more patience.’ 🤯🤯🤯

Sonos have drunk their own Kool-Aid.

Hello C,

Thank you for reaching out to Sonos.

My name is Ünal C., and I'm an Escalation Specialist on the Customer Experience team here at Sonos.
Our CEO, Patrick Spence, brought your feedback to my attention, and I wanted to see if there's anything I can do to help address this.

I am truly sorry to hear about the frustration you are experiencing with the new app update. Your feedback is important to us, and I want to thank you for bringing it to our attention. Therefore, I will take this case into my own hands and help you further. As a valued long-term customer, your satisfaction is our top priority.

To begin with, the streaming industry is undergoing a rapid change. As a leader in sound experience with an open platform offering unparalleled choice, Sonos is focused on creating a better way to listen. We’ve redesigned the Sonos app to bring all your content across your services into one customizable home screen for a more personal listening experience, built on an agile software platform for a smoother, faster streaming experience that can – and will – support more innovation over time.

Furthermore, the redesigned Sonos app is a completely renovated, future-built app experience that brings all your favorite content across 100+ streaming services in one easy-to-use home screen. With a customizable layout and more accessible, intuitive controls for grouping and more, the redesigned Sonos app gets you to the music you love even faster for effortless out-loud listening.

Moreover, the revitalization of the Sonos app is our most ambitious software update yet and aims to address what our customers have been asking us for. It’s a huge undertaking, and we are taking the time and effort to ensure all features work seamlessly and meet both our standards and the standards of our listeners. With this commitment in mind, features such as playlist creation and queue editing within the Sonos app, sleep timers, and local library support will not be available at launch, but will be added to the app on a rolling basis over the coming months.

I understand how these missing features can impact your experience with our products. However, I would kindly ask you to have a bit more patience and make sure the app is up to date. This way, the features that are missing and planned to return will return.

Please keep in mind that your feedback is invaluable to us as we strive to improve our products and services.

Thank you for your patience and understanding

Best regards,

Ünal C.
Sonos | Customer Experience - Level 2 | Contact Us

M

MattyJake

Enthusiast II

Well here's my response from the 'CEO’.

I ended the email (which simply asked him to admit they’d got it wrong and give us back v16 until this was ready) with my full name, but in the reply I’m just ‘C’.

Although I’d like to think it is written by a human, it has more than a whiff of being AI-generated.

It has the usual ‘We are right and know what is best for you’ paragraphs - such arrogance - and at the end I am told to ‘Have a bit more patience.’ 🤯🤯🤯

Sonos have drunk their own Kool-Aid.

Hello C,

Thank you for reaching out to Sonos.

My name is Ünal C., and I'm an Escalation Specialist on the Customer Experience team here at Sonos.
Our CEO, Patrick Spence, brought your feedback to my attention, and I wanted to see if there's anything I can do to help address this.

I am truly sorry to hear about the frustration you are experiencing with the new app update. Your feedback is important to us, and I want to thank you for bringing it to our attention. Therefore, I will take this case into my own hands and help you further. As a valued long-term customer, your satisfaction is our top priority.

To begin with, the streaming industry is undergoing a rapid change. As a leader in sound experience with an open platform offering unparalleled choice, Sonos is focused on creating a better way to listen. We’ve redesigned the Sonos app to bring all your content across your services into one customizable home screen for a more personal listening experience, built on an agile software platform for a smoother, faster streaming experience that can – and will – support more innovation over time.

Furthermore, the redesigned Sonos app is a completely renovated, future-built app experience that brings all your favorite content across 100+ streaming services in one easy-to-use home screen. With a customizable layout and more accessible, intuitive controls for grouping and more, the redesigned Sonos app gets you to the music you love even faster for effortless out-loud listening.

Moreover, the revitalization of the Sonos app is our most ambitious software update yet and aims to address what our customers have been asking us for. It’s a huge undertaking, and we are taking the time and effort to ensure all features work seamlessly and meet both our standards and the standards of our listeners. With this commitment in mind, features such as playlist creation and queue editing within the Sonos app, sleep timers, and local library support will not be available at launch, but will be added to the app on a rolling basis over the coming months.

I understand how these missing features can impact your experience with our products. However, I would kindly ask you to have a bit more patience and make sure the app is up to date. This way, the features that are missing and planned to return will return.

Please keep in mind that your feedback is invaluable to us as we strive to improve our products and services.

Thank you for your patience and understanding

Best regards,

Ünal C.
Sonos | Customer Experience - Level 2 | Contact Us

Wow, what a load of generic, meaningless, unhelpful, corporate, AI-generated horsecrap. Very on-brand for SONOS.

U

User248278

Lyricist II

One question. I have the new unusable crap app on my android phone now. I’ve turned off auto update. Now how do I get the real app back? Delete the unusable new one and then redownload the old app that worked? Will that old version be available? Sorry if this a dumb question!

Thanks!

You can go to https://www.apkmirror.com/apk/sonos-inc/sonos-for-android/ and download one of the 16.1 versions which is the old Gold S2 version that works perfectly fine (at least for now).

Thank you so much for the apk link. Back to normal.

R

robokitty

Enthusiast II

“Obviously” the S2 app should be re-released. Since it worked, and everything. That would a) let us loyal users actually use our Sonos products, b) take some pressure off Sonos to fix this terrible new app.

oh - and why not make the working desktop app easily available? I live in terror that I will accidently let it update itself, and then I won’t be able to play music.

R

robokitty

Enthusiast II

Is there any way for iPhone users to find a way to go back to the previous version? I see solutions for Android. Thanks.

Bring back the S2 app as an option, please!!!! call it a “new app” (S3?) to keep apple happy. please!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

R

robokitty

Enthusiast II

Really hope that enough people attend the ‘event’ (assuming that it goes ahead) and reinforce the message that I believe is coming across VERY loud and VERY clear…….put back the v16.1 app and don’t release the v80 again until it has AT LEAST comparable functionality and has been TESTED.

Please!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

R

robokitty

Enthusiast II

When I change songs I have to then change rooms again. It always pulls up the room on the top of the list plus 1. So now I has had to turn the volume all the way down on the speaker itself in the room at the top of the list because the app will always open that with loud volume while I’m across the house trying to listen to another room. The app is Garbage!!!’ Let us download the old app until you figure this pos out. These expensive speakers are worthless right now. To say I’m pissed off is putting it lightly. FIX IT OR REFUND MY MONEY!!!

Sonos could “easily” make the working app available. I don’t think they have commented on this, but perhaps they will.

B

Bali Listener

Lyricist II

Also disable automatic updates in the SONOS App. While operating in this mode, adding products will likely be impossible because this will require an update.

I have done that also 😊

I now have my android phone with the old app and the iPad sadly stuck with the new version!

https://www.apkmirror.com/apk/sonos-inc/sonos-for-android/

After week of no music I downloaded the S2 version from this website and my system is playing perfectly again. I can't believe it! Please pass this website address around on this forum. I've already posted it three or four times but I think I've done my limit. Please take the time to pass this website around. And thank you to the original poster who gave us this information! I salute you!

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