Enthusiast II

Class Action Lawsuit We all deserve to recoup all hardware investment

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If ever a situation called for a class action lawsuit, this is it:

Company sells customers expensive, multi-unit hardware systems
Tethers customers to a software ecosystem to use them effectively
Dramatically changes software into an auto-update environment
Unsuspecting customers lose access to extensive, core media sources and features that significantly diminish the value of their expensive hardware and/or make it untenable for usage they had every reason to believe they would continue to have
Customers wishing to continue meeting these essential needs forced to sell Company hardware that they had no intention of doing at a loss and buy competitor hardware.
Pattern of behavior by Company indicates that choices made to remove said functionality were part of an intentional, plan to damage the product experience of many users in favor of others.

Seriously. This would be like selling someone a car and then updating the operating system so that the steering wheels was controlled by AI instead of manual because there’s more profit there for the company.

Even if they resolve this issue with their awful software release, how much in damages are deserved for every customer for heir lost time and undue harm?

The store value of my hardware suite, which I had no intention of replacing is probably $7,000 - $8,000. How much do others have invested who believe they need to leave SONOS?

I am not someone who can start a class action lawsuit, but I’m sure there are people here who can, and I’d be at the front of the line to join it and recoup my losses. If you feel similarly, then bump up this thread so that SONOS is held accountable

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sigh

Prodigy II

Sonos could have alleviated all of this at anytime by either allowing use of old App during the transition or rolling back entirely. This is all on Sonos. And yeah the “brigade” of lets cheer on and defend terrible behavior is inexplicable. Suppose your refrigerator or car got an “upgrade” and did not work until some hazy time in the future, would the brigade members be cool with that? Defending Sonos is nonsense!

What is inexplicable is why there is so much variation between installations.

Some have or claim a total failure to even get one device working (I am referring to existing devices, not new, where there are known issues) while others, me included, have had no such problems.

Similarly, every service I've tried has worked (eg. MyTuner, BBC Sounds, Deezer, etc). Others report total failure.

I agree that a rollback would be appropriate for many, I've no idea why Sonos couldn't do that and relaunch the courageous update as S3.

I mean when you release a steaming turd of an app with so much missing and bugs one can’t tell if an issue is a bug or on purpose, experiences may vary 🤣

I favour the piss up in a Brewery faction rather than the Conspiracy mob.

No doubt it's one huge unholy mess. My only consolation is what actually is delivered as of now, works for me. I can't be unique, others must experience the same. So what distinguishes the afflicted others?

It would need Sonos to be transparent about what they have changed about the control of the hardware with the new app, or someone to collect and compare network traffic between the old and new app, especially as there wasn’t a device firmware update when the app first released.

Apart from the obvious, we released the app without that functionality, the only reason that makes sense for so much variance is that most if not all of the app commands are being sent via Sonos servers on the Internet instead of direct across the local network. Neither Sonos or the user have control of what happens to data between the in home Internet router and the Sonos servers.

Something like the random volume control behaviour screams of a high latency, lost request issue, especially when the old app has no issues at all.

Streaming audio is low bandwidth and can be buffered on device, so minor internet latency, traffic rerouting can be handled by the local buffer without the user ever being aware.

Time sensitive operations like synchronised volume control, can fall apart quite easily and visibly if the request relies on the Internet and a set of remote servers somewhere.

The cannot find system/login people are facing also highly suggests a remote Sonos server reliance on the app talking to the speakers. If the login request times out, doesn’t respond, maybe doesn’t return the registered products the app refuses to continue, where as the previous app would always find devices locally and the Sonos login was a background task that never prevented using the system, it would just state it hadn’t logged in but work fine.

If control requests are going from the app, to the Internet and back, unless each speaker keeps a reliable connection back to the Sonos servers permanently open, which seems likely with the server side web player, rather than relying on router upnp, which should be disabled given how easily it turns a router firewall into Swiss cheese, then requests hitting the wrong speakers doesn’t seem unlikely if the connection isn’t reliable.

There is little else that could realistically give the wide variance of issues in my opinion, if it was code in the app for local communication that was buggy/broken, then I would expect a pretty universal collapse of control for everyone using the app.

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Boozie65

Lyricist II

We need to organize all hardware-breaking issues caused by the new app and gather a list of people interested in participating in a class action lawsuit. I was about to start a new thread about this myself. Reports are pouring in from users who’ve spent thousands and had working hardware for years only to find their systems rendered inoperable by the app update.

To make matters worse, Sonos support has no chat agents available during business hours, and phone support is currently 70+ minutes to speak to someone (yesterday it was 50+ minutes). I submitted my research and evidence to The Verge to potentially cover this situation and expose Sonos’s questionable business practices. I am going to continue gathering evidence, and if anyone would like to participate in a class action suit please respond to this thread and I’ll follow up with you.

Count me in....Sonos screwed us here

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halian63

Lyricist III

“Yes, I’m a bit ’miffed’ that some previous functionality I sometimes used in the Sonos App, such as ‘play next’ ‘add to end of queue’ and queue editing etc. are not in the current release…”

I’m amazed at the lack of ire from some that a “better” version of the Sonos App was released which is patently unfit for service. Not being able to add to end of queue is so basic a requirement for many - even a primary school child would have insisted on it being present. The somewhat positive comments seem to be outliers in the extreme.

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Ken_Griffiths

“Yes, I’m a bit ’miffed’ that some previous functionality I sometimes used in the Sonos App, such as ‘play next’ ‘add to end of queue’ and queue editing etc. are not in the current release…”

I’m amazed at the lack of ire from some that a “better” version of the Sonos App was released which is patently unfit for service. Not being able to add to end of queue is so basic a requirement for many - even a primary school child would have insisted on it being present. The somewhat positive comments seem to be outliers in the extreme.

The features you mention are apparently coming to the new App…

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

Here’s an animation showing what it may look like too … (see attached)… though I guess these things could change slightly during the development too, perhaps.

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Greenland

Prodigy I

We need to organize all hardware-breaking issues caused by the new app and gather a list of people interested in participating in a class action lawsuit. I was about to start a new thread about this myself. Reports are pouring in from users who’ve spent thousands and had working hardware for years only to find their systems rendered inoperable by the app update.

To make matters worse, Sonos support has no chat agents available during business hours, and phone support is currently 70+ minutes to speak to someone (yesterday it was 50+ minutes). I submitted my research and evidence to The Verge to potentially cover this situation and expose Sonos’s questionable business practices. I am going to continue gathering evidence, and if anyone would like to participate in a class action suit please respond to this thread and I’ll follow up with you.

Count me in....Sonos screwed us here

How much cash you spent or how many years you've used the equipment is irrelevant. Someone who buys a device today may have a case for a full refund (on return of the item). If your devices are out of the warranty period, then your options in reality are limited, and a lawyer is probably the last course of action to take.

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🎵 First We Take Manhattan Then Berlin 🎵

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Greenland

Prodigy I

As far as I know there are no instances of the new software 'breaking' any hardware components.

Avoid hyperbole when you consult with your legal team.

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🎵 First We Take Manhattan Then Berlin 🎵

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Acloud

Trending Lyricist I

I have a Sonos One, A play 1 and a PlayBar that wont connect and register since the new Sonos 2 app, they are recognised by Sonos 1 app that launches Sonos 2 and then fails to connect and register.
I have tried using a different account and router which I shouldnt have to do and same problem, these are Gen 1 items. They all worked ok prior to the new Sonos 1 and 2 updates.

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Acloud

Trending Lyricist I

When answering or reporting on latest software issues,
it essential to know what Sonos devices/gens have you tested with new Sonos 2 app.
In additiion wether you had to move and reconnect and reregister any of your existing sonos equiptment. Or if your just using existing sonos setup with no changes with new app.

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Ken_Griffiths

I have a Sonos One, A play 1 and a PlayBar that wont connect and register since the new Sonos 2 app,
they are recognised by Sonos 1 app that launches Sonos 2 and then failes to connect and register.
I have tried using a different account and router which I shouldnt have to do and same problem,
these are Gen 1 items.

What is the software version showing on each one of your products in the S1 App ‘about box’? - perhaps see if each device is currently using software v11.4 build 57.2-151190, which I think is the current S1 release.

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Acloud

Trending Lyricist I

Ken, My sonos 1 and Sonos 2 apps were set to auto update so both are on latest versions.
Sonos 1 V11.14: Build 572150280 no updates avail on android.

I understand that I can uninstall these and load the .apk of older versions if I can find them.
But I shouldnt have to do this, but may have to to get these older sonso 2 devices working again.

My newer Gen 2 Play 1 setup fine with new Sonos 2 app. but my older devices are still disconected and unregistered.

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