Lead Maestro

Can Sonos Recover From This?

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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

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Ken_Griffiths

Over a month later and the app is still a bug-ridden, function-deprived mess. It’s such an embarrassment not only for the company, but its customers. Sonos needs to get its software sorted out ASAP if any lost trust will eventually be regained. And get some new leadership. There has to be real accountability for this disaster. Here’s another long-term tip: After this fiasco has finally subsided (probably 3-6 months from now), *DO NOT* ever charge monthly subscription fees for future versions of the app. That’s pure speculation at this point…still, with the current CEO would it really shock anyone if it happened? Probably not, but I can only say if you think this current situation is bad, it will pale in comparison to the level of scorn and customer revolt that awaits in that scenario…

The last update had these features added…

Added support for the all new Sonos Ace headphones
Added sleep timer settings
Added “play next” and “add to end of queue”
Improved Home Feed scrolling
Improved setup reliability
Added WiFi configuration for products with BLE
Improved battery consumption for Bluetooth discovery
Improved ability to update older firmware systems
Further improved navigation for visually-impaired customers
Added VoiceOver support to read toast message automatically on iOS
Introduced mute button on iOS
Improved local library connectivity
Improved Trueplay setup on iOS
Added distance settings for surrounds
Added line-out settings for Sonos Port

The roadmap and expected release dates (approx.) for further upcoming features has been published here in the community too. It’s an ongoing process.

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Jimmy C

Prominent Collaborator II

I am well aware of what was posted Ken. That list doesn't come close to addressing all the bugs and missing features that are posted here daly. I personally believe this will take months to resolve, not weeks. But we shall see…

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HT: Arc + Era 300s + Subs (G3/G2) + Sony A80L + Sony UBP-X800M2

Bumper

Has Sonos published a second roadmap for everything that’s not on the first roadmap ? The one is kind of incomplete.

It would also be good if they went back to acknowledging bugs by listing them on a page with any known fixes as they did before. Otherwise we are just wondering if it’s a bug, if it’s by design and if they even know or will fix it. Frustrating.

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Ken_Griffiths

These are the features that are currently shown as due in the next few weeks…

Continued improvements to navigation for visually-impaired customers: mid-June
Playback controls including mute and volume numbers: June
Local music library search and playback: mid-June
Improved playback settings including Play Now: July
Create and edit local music library: July
Improved Autoplay settings: July
Improved Sub audio settings with Amp: July
Snooze alarms: TBD

Clearly these things are an ongoing piece of work and I guess there will be more to follow after completion of the above list too.

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stevepow

Prominent Collaborator I

Has Sonos published a second roadmap for everything that’s not on the first roadmap ? The one is kind of incomplete.

It would also be good if they went back to acknowledging bugs by listing them on a page with any known fixes as they did before. Otherwise we are just wondering if it’s a bug, if it’s by design and if they even know or will fix it. Frustrating.

Exactly why I no faith this will ever work right again - what they really need to do is have a list of acknowledged bugs. Some here say SONOS never reads this forum - OK. So how do they find out about bugs we are seeing? How do we report them?

Moderator edit: “Some here say SONOS never reads this forum” - this is incorrect. We read all posts, but currently do not have time to spare for replying. Reporting bugs here can help - bugs have been reported, identified and tracked due to posts here in the community. If you encounter an issue you haven’t heard anyone else report, please start a new thread on the topic.

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Ken_Griffiths

Has Sonos published a second roadmap for everything that’s not on the first roadmap ? The one is kind of incomplete.

It would also be good if they went back to acknowledging bugs by listing them on a page with any known fixes as they did before. Otherwise we are just wondering if it’s a bug, if it’s by design and if they even know or will fix it. Frustrating.

Exactly why I no faith this will ever work right again - what they really need to do is have a list of acknowledged bugs. Some here say SONOS never reads this forum - OK. So how do they find out about bugs we are seeing? How do we report them?

You can report the bugs you find here by contacting Sonos Customer Support:

https://support.sonos.com/s/contact

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Bumper

You can report the bugs you find here by contacting Sonos Customer Support:

https://support.sonos.com/s/contact

🤣🤣🤣🤣 Good one, that’s hilarious. 😄

Moderator edit: it’s also correct.

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BobRed0965

Contributor I

Adding insult to injury, they have bricked the old app by blocking access to my local music library. When I try to access it using the old app, it says that you need to upgrade to the latest version.

Sonos must really hate their customers.

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TomSzr

Lyricist III

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.

I’d love to know where you landed. I am definitely switching to something else, even though they’ll be some initial up front cost. If you can, please let me know.

I’m done with Sonos, after recommending it for a decade and buying several speakers. But this fiasco and, more importantly, the company’s refusal to apologize and roll back to the old app until the new one was ready, are the last straw. Even if they eventually get all of old features back into the app (which is highly doubtful), how in the world can we be assured that they won't do something like this again?

It’s called trust -- and Sonos lost it with me, completely and irretrievably.

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Silverthorn

Prodigy II

Add to end of queue still doesn't work for me and my local library.

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"I saw the Stooges and the MC5"

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