Lead Maestro

Can Sonos Recover From This?

91 replies
4720 views
Translate All

So it has been about two days since the launch of the new Sonos app. Judging by the number of negative posts on this community forum and on the Sonos subreddit, I think it is pretty safe to say that the app launch has been a pretty massive failure.

This is a very critical moment for Sonos. The Sonos app is the core of their ecosystem. I can imagine tensions are running high at the Sonos headquarters as they try to figure out what went wrong and how they need to respond. A moment like this can sometimes be the beginning of the end for a company and Sonos knows this.

Consumer trust is the most important thing a company needs to remain successful and to grow. Sonos dropped the ball with the new app and has lost the trust of many new and loyal customers. And the timing cannot be any worse with the upcoming release of their new headphones.

So what does Sonos need to do next? What kind of response would ease your anger and frustrations? How much time are you willing to give Sonos to bring back the many missing app features? How will this bungled app launch affect the launch of the new headphones? Will it be delayed until the app situation has been resolved? Has the new app launch changed your mind about purchasing new Sonos products? What does Sonos need to do to earn back your trust?

Sonos App

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

I

ibershad

Lyricist I

I’ve long believed Sonos is THE BEST MUSIC app of any kind. Their customer service and tech support is awesome. This update is a CLUSTER. hard, if not impossible, to figure out muting and speaker volumes. The solve?? Change it back today. How many meetings does that take to figure out. This is now a pain vs simple.

Translate

C

castalla

Local Superstar

So it has been about two days since the launch of the new Sonos app. Judging by the number of negative posts on this community forum and on the Sonos subreddit, I think it is pretty safe to say that the app launch has been a pretty massive failure.

This is a very critical moment for Sonos. The Sonos app is the core of their ecosystem. I can imagine tensions are running high at the Sonos headquarters as they try to figure out what went wrong and how they need to respond. A moment like this can sometimes be the beginning of the end for a company and Sonos knows this.

Consumer trust is the most important thing a company needs to remain successful and to grow. Sonos dropped the ball with the new app and has lost the trust of many new and loyal customers. And the timing cannot be any worse with the upcoming release of their new headphones.

So what does Sonos need to do next? What kind of response would ease your anger and frustrations? How much time are you willing to give Sonos to bring back the many missing app features? How will this bungled app launch affect the launch of the new headphones? Will it be delayed until the app situation has been resolved? Has the new app launch changed your mind about purchasing new Sonos products? What does Sonos need to do to earn back your trust?

Sales of the forthcoming 500 usd ACE headphones look particularly shaky with this app fiasco providing the mood music at launch 🎧🔥😜

Translate

It's the courageous bee's knees - all 6 🐝🐝🐝🐝🐝🐝. - - - - - Make Sonos Great Again - - - - -

S

sjw

Local Superstar

The new UI often just makes no sense in what happens (or doesn't happen) when you press a button. Will it take you back a screen? No, probably close it. Some things look like buttons but aren't!

I think this fiasco will became a case study in years to come.

Translate

Bumper

Pure speculation: Ace probably requires the new app. Can’t imagine they would ship, and then not pull the new app in the state it’s in otherwise.

To start rebuilding trust they need to communicate with owners wtf is going on.

Translate

C

castalla

Local Superstar

They have essentially 2 choices:

1. Roll-back (with significant loss of face)

2. Forge on, possibly over months, and take the flak and the desertion of users (where they going to go? Replacement systems come at a hefty cost for those with multiple devices, and many lack the wide library of services which Sonos offered)

Translate

It's the courageous bee's knees - all 6 🐝🐝🐝🐝🐝🐝. - - - - - Make Sonos Great Again - - - - -

G

GuitarSuperstarAuthor

Lead Maestro

Here is an official response Sonos sent to The Verge:

https://www.theverge.com/2024/5/9/24152675/sonos-new-app-bad-reviews-response-statement

Translate

"Receive with simplicity everything that happens to you." - Rashi

C

castalla

Local Superstar

Here is an official response Sonos sent to The Verge:

https://www.theverge.com/2024/5/9/24152675/sonos-new-app-bad-reviews-response-statement

Corporate Doublespeak - somebody will get a hefty bonus for that garbage

The French have a phrase for this : https://www.linternaute.fr/expression/langue-francaise/460/reculer-pour-mieux-sauter/

Or alternatively: la *

*Moderator Note: Modified in accordance with the Community Code of Conduct.*

Translate

It's the courageous bee's knees - all 6 🐝🐝🐝🐝🐝🐝. - - - - - Make Sonos Great Again - - - - -

S

sjw

Local Superstar

I don't even buy the need a new App for the headphones thing.

We are told time and time again the App is simply a remote control for the system, it isn't ‘the’ system.

There has been no speaker/system firmware upgrade yet so no reason for the App. We've had many products introduced by a simple ‘point’ firmware update.

Apparently they're being ‘brave’. *.

Apparently you sometimes need to take a few steps back before moving forward. Try telling that to the blind community. Again, *.

*Moderator Note: Modified in accordance with the Community Code of Conduct.*

Translate

Bumper

Tout a la *. What a bunch of nonsense. (The statement from Sonos exec in the verge)

*Moderator Note: Modified in accordance with the Community Code of Conduct.*

Translate

H

ha1292

Contributor I

My system is quite literally junk since the update. None of it works. When I reinstall the speakers, the app then says they are not there/not recognised. The amount of ‘something went wrong’ in the app is beyond belief. I’ve now given up and unplugged my speaker system and chucked it all in the cupbard as there appears to be no resolution to this fiasco.

Unless they go back to the app from 48hrs ago I am not sure whether Sonos will be a viable option in my household.

Translate

Show more replies

Sign up

Login to the community