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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Rhonny

Prodigy III

Small Claims Court could be a great idea! I just googled, Can I take Sonos to small claims court after signing agreement re: arbitration, and it returned this from the Sonos legal language:

Notwithstanding the parties' decision to resolve all disputes through arbitration, each party retains the right to (i) elect to have any claims resolved in small claims court on an individual basis for disputes and actions within the scope of such court's jurisdiction, regardless of what forum the filing party initial ...

Go on then. So much talk.

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Computim

Lyricist II

The actual issue is simple to document. Sonos app S2 provided the experience and these feature. The new supposed update removed these features with no roadmap to add them back. The experience for many is an absolute train wreck. Example. New sonos app doesn't control sound for group speakers correctly (Fact) confirmed by labs and Sonos support. New app doesn't recognize existing systems properly (fact) confirmed by Sonos support. Multiple users are experiencing a wide range of issues and any that isn't good for you. The fact is the experience from the old S2 app is a mess for many. Class action lawsuit! Yep already into a lawyer discussion.

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Ken_Griffiths

The actual issue is simple to document. Sonos app S2 provided the experience and these feature. The new supposed update removed these features with no roadmap to add them back. The experience for many is an absolute train wreck. Example. New sonos app doesn't control sound for group speakers correctly (Fact) confirmed by labs and Sonos support. New app doesn't recognize existing systems properly (fact) confirmed by Sonos support. Multiple users are experiencing a wide range of issues and any that isn't good for you. The fact is the experience from the old S2 app is a mess for many. Class action lawsuit! Yep already into a lawyer discussion.

1, No Roadmap to add back features - see here…

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

2. Doesn’t control group volume? - see attached screen capture video.

3. Doesn’t recognise system properly - yet it finds my 25 products and @AjTrek1’s 31+ products perfectly and that’s two of many users, where everything is working. I have 18 music services too (including an SMBv2/3 shared local library) that all work too, as demonstrated in numerous other posts in this community (fact!!). So good luck with your lawyer discussion. Let us know how it turns out for you.

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Geomusic

Lyricist I

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

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.

I too have spent Thousands of dollars on 14 speakers and now I have a worthless system that probably will be thrown out. Does the new California law "Right to fix" have any weight on this issue? What's the environmental impact on disposing perfectly fine speakers that are no longer compatible with the software update? I already know of a few people that only had 1 or 2 units that wasn't worth their time to trouble shoot and gave them a new home in the trash. I'm still holding out for Sonos to do the right environmental and ethical thing but only can hold my breath so long.

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Ken_Griffiths

I too have spent Thousands of dollars on 14 speakers and now I have a worthless system that probably will be thrown out. Does the new California law "Right to fix" have any weight on this issue? What's the environmental impact on disposing perfectly fine speakers that are no longer compatible with the software update? I already know of a few people that only had 1 or 2 units that wasn't worth their time to trouble shoot and gave them a new home in the trash. I'm still holding out for Sonos to do the right environmental and ethical thing but only can hold my breath so long.

You hopefully do realise the Sonos App is just a ‘remote’ control App for Sonos speakers and there are other controller Apps and ways to play music on Sonos hardware, even without their free App. You can control and play audio to speakers and group/ungroup them, adjust volume etc. without ever opening their App. The Hardware itself is unchanged - it’s why the 3rd party Apps still work currently. Although I’m not entirely sure that may always be the case for some Apps as Sonos perhaps forge ahead with the announced development features and future updates. We shall have to see.

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Robbie68

Lyricist II

I’m in $10k+ spent just spent 1.5 hours on chat support and now nothing connects prior to that only Playbase and Roam would connect. Told to call instead.

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Airgetlam

I don’t think Sonos support works by evaluating value of money spent by the customer on Sonos products. I’d assume they answer all calls.

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Bruce

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Robbie68

Lyricist II

To what end? Yup it’s still not working so try a phone?

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Ken_Griffiths

To what end? Yup it’s still not working so try a phone?

Just call into Sonos Support - it’s quite possible that the issue is something local to you/your network, as the App is working fine here for my 25+ products and 18 music services on iPhone, iPad and Android Tablet. Here is the link to call Sonos Staff and I hope you can get the issue sorted👍

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

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Robbie68

Lyricist II

Appreciate the help, thank you. My main point was 1.5 hours spent troubleshooting on live chat to be told “yeah, I’ve just made it worse, you need to phone in” chat troubleshooting shouldn’t be any different to phone just a different communication medium. I’ve had my system or started it 10 years ago and in that time it’s worked maybe 50% of the time, I have had tech support multiple times and they either can’t fix it or sometimes they do and it lasts a few months and then quits again.

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