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?
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Not as far a I am concerned can the recover form this. I have already started transferring over to alternate products. 2* Sonos Amp replaced with a WiiM amp and a pair of Kef LSX IIs.
1*Port has been replaced by a Bluesound Node.
The 2nd Port will be replaced by a WiiM Ultra when its released in Q3. In the meantime I will cast to my AVR amp.
The only thing that now remains is the Arc + Sub + 2*Play 3’s I have in the bedroom.
Currently testing Roon and LMS to use as a unified interface for all the products.
The old sonos stuff will only go on ebay when the app has been fixed. Unlike sonos I have morals and won’t sell people stuff that does not work.
sonos have a history of shafting their customers so I suspect this wont be the last time this happens.
@wayneo123
i am doing similar but a rega brio amplifier with floor standing speakers TBD and a wiim pro plus
and replacing Sonos around the house as they go wrong with echo speakers
I am lucky as I am still on 16.1 and old firmware for now
Of course Sonos will survive but I do think they will lose market share and some of their status.
The real USP in Sonos is the software in the speaker which keeps multiple rooms in synch and has all the really clever stuff. So far I don’t think they have messed up the code in the speakers which is a relief.
The app of course is a different story and sadly we need that to take advantage of all of the clever stuff in the speakers.
If the share price does fall maybe someone will step in and buy them. Google has been mentioned here a few times. But I think it would be sad if all of the clever code in the speakers was picked up cheap by someone because they released an incomplete controller app.
For the many years and over $10k in Sonos gear (not to mention hour upon hour of investment in time with bugs/issues brought on mostly by Sonos itself), I used to be a promoter of the great hardware for Whole Home Audio. Now I’m getting flack from friends, family, and associates for ever even mentioning Sonos.
Starting with the S1/S2 screw-up in 2020 and now this crap-app (not to mention the tone-def and arrogant marketing/executive teams), I’m DONE!!
I expect I’m not alone.
They will get the app sorted - will just take some time - these new headphones though = hot garbage
no WiFi. -that was going to be the differentiator from the sonyXM5s and the AirPod max - lossless via usb-c hahah seriously - I can do that now with my analog AT-M50x at ¼ price and have better sound and no issues about a battery
being able to browse my 1000 CD collection via the app and stream right to the headphones would have been game changing and forced other manufacturers to follow - now… the Sonos Ace will fail and fail hard - seriously who’s buying these at this price over the Sony or apple offering ?
I bet they are all$199 within 3-6 months
Irrecoverable. She S1/S2 thing was a slap in the face, and I gradually let it go and they did do at least some damage control there. This is a kick in the nads and...fool me once, shame on me, etc.
I’ll be exploring alternative solutions that will let me gradually move away from Sonos altogether over time. No new products or services for me. If they were perhaps acquired by some other more responsible owner who would step in and fix things, maybe, but as the current company under current management, nope. They are dead to me.
Untrustworthy company.
I ve been using sonos since 1st generation, loved it and now hate it.
You ask can they recover from this? Sonos will recover from this as well as Bed Bath and Beyond recovered from doing away with their coupons which alienated their most loyal customers. Once you lose your most loyal customers you are on the road to bankruptcy. They need to replace the CEO and the app to save the company. The CEO said 99% of the customers love the new app. He is doubling down on his mistakes which means we are doomed. He knowingly rolled out an app he knew wasn’t ready and called that decision courageous lol. I’ve read hundreds of posts on the new app, never read courageous as a description. This wasn’t some mistake, this was a purposeful action because he wanted the app out to sell headphones. All they have to do is bring back the old app but he will refuse to do that because they so hyped the release of the headphones he refuses to delay the rollout. Bad CEOs make bad decisions, so this will be the norm as long as he remains CEO.
It’s simple. Offer a rollback and say “sorry”. I get wanting to have the ability to have a better platform for future development, but victory should look different than intentionally sinking a boat and then saying “don’t worry, someday it will float again, and after that it might even sail better”. Give us a floating boat until something better is actually available.
Bill, your boat example is perfect!
It’s simple. Offer a rollback and say “sorry”. I get wanting to have the ability to have a better platform for future development, but victory should look different than intentionally sinking a boat and then saying “don’t worry, someday it will float again, and after that it might even sail better”. Give us a floating boat until something better is actually available.
THAT'S ALL WE WANT. APOLOGY AND ROLLBACK
How hard can it be?
On with Sonos now. Was waiting on hold for 1hr and 15mins. On with CS for 45 mins now. Ran 3 diagnostics and can’t figure it out. I can, It’s the app!! I’ve had my system for three years never had an issue. I downloaded the app now I have nothing but problems.. Go back to the last f@$king version until this one works!!!!
Can anyone spot the new app release date on this sliding share price graph?
Well I am doing my level best to damage their reputation.
Still haven't got over the way they made the previous speaker system defunct. In favour of the new play 5.
And now this, it's clear to me there's going to be a forthcoming move away from accessing your own music collection in favour of their chargeable streaming plans in the future.
I think I will be selling my 3 latest Sonos 5 speakers and latest Subwoofer and buying a system from a manufacturer who actually cares about their valuable customers.
Sonos have been too silent on this whole mess
The disturbing thing about this app change is the cavalier and patronizing attitude taken by Sonos management.
Reality is most people will deal with the change, allot of money has already been invested. That said, future purchases will definitely be affected negatively.
I wont buy and recommend sonos again.
I ve recommended to anyone for many years with benefit and they betrayed me.
Not as far a I am concerned can the recover form this. I have already started transferring over to alternate products. 2* Sonos Amp replaced with a WiiM amp and a pair of Kef LSX IIs.
1*Port has been replaced by a Bluesound Node.
The 2nd Port will be replaced by a WiiM Ultra when its released in Q3. In the meantime I will cast to my AVR amp.
The only thing that now remains is the Arc + Sub + 2*Play 3’s I have in the bedroom.
Currently testing Roon and LMS to use as a unified interface for all the products.
The old sonos stuff will only go on ebay when the app has been fixed. Unlike sonos I have morals and won’t sell people stuff that does not work.
sonos have a history of shafting their customers so I suspect this wont be the last time this happens.
I am planning on getting rid of my system (arc+subsx2+era100x2) to a family member when the app is fixed and everything works properly. Then I plan to delve into another system such as Nakamichi or Sony or whoever but I am finished with Sonos. I was within days of purchasing era300’s to replace my 100’s but the new app was released and that’s all she wrote. Reading and hearing about customers buying brand new speakers and unable to use them because of this new app is mind boggling. Sonos must be trying to tank itself by releasing this app. So long Sonos it’s been nice knowing you.
It’s simple. Offer a rollback and say “sorry”. I get wanting to have the ability to have a better platform for future development, but victory should look different than intentionally sinking a boat and then saying “don’t worry, someday it will float again, and after that it might even sail better”. Give us a floating boat until something better is actually available.
It really is that simple. Shocking that it hasn’t been done yet.
I think I’m off to other pastures.
It really is that simple. Shocking that it hasn’t been done yet.
I think I’m off to other pastures.
Not shocking when you realize the most important thing on the agenda was pushing out the new hardware before the fiscal end of year in order to meet promises made to investors.
I WILL NEVER BUY SONOS PRODUCTS AGAIN. Their software is a joke (but costing loyal customers £$thousands. Cant use or connect or register older products anymore. I believe this is a deliberate act of violence against older customer base.
Sonos review rating so low on TrustPilot 1.3 not a company I can buy from anymore
I WILL NEVER BUY SONOS PRODUCTS AGAIN. Their software is a joke (but costing loyal customers £$thousands. Cant use or connect or register older products anymore. I believe this is a deliberate act of violence against older customer base.
Violence? Where is this violence you speak of? (I sense a Godwin moment coming soon)
I WILL NEVER BUY SONOS PRODUCTS AGAIN. Their software is a joke (but costing loyal customers £$thousands. Cant use or connect or register older products anymore. I believe this is a deliberate act of violence against older customer base.
Do you mean senior citizens with Sonos speakers, or just old devices bought years ago?
After researching for about 30 minutes yesterday, I found an alternative set up that will work for me. A little more costly, but worth it at this point.
Bye, Sonos.
More than two weeks later, most of my speakers are now bricks. Sonos’ upgrade just broke things and I cannot get them added back, even after a reset. I get the error message “there was a problem linking ... to your account” after a successful update.
Absurd incompetence. No, Sonos will not recover from this
