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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Ken_Griffiths

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.

I’m just another long-term user and have not seen the same issues you mention, it still sounds like it maybe something local to yourself, er..maybe…🤔

I’m not sure what else I can add, but you can still contact support. It’s really upto you what you wish to do.

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Steven van Sonder

Lyricist I

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.

I’m just another long-term user and have not seen the same issues you mention, it still sounds like it maybe something local to yourself, er..maybe…🤔

I’m not sure what else I can add, but you can still contact support. It’s really upto you what you wish to do.

HERE: https://play.google.com/store/apps/details?id=com.sonos.acr2&hl=de

Hello Ken. You are one of the lucky ones whose Sonos still works. 195,000 reviews with only 1.2 stars say something different!!! 8 weeks ago SONOS still had 4.3 stars! Nothing has worked for me since the last update. My speakers are no longer accessible and I can't play any music. That's not the purpose of speakers...

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Robbie68

Lyricist II

Again, your positive manner is much appreciated. Local issue, I don’t think so as we’ve moved house and had multiple different routers, mesh systems and internet providers, also, sometimes it works flawlessly for a few months, nothing changes with our infrastructure and then it stops. Funnily enough I just pulled the Boost I had wired in that I was told would solve my problems a while back and now everything is working again. Before the update it worked fine with the Boost. My real frustration is it has never really worked I’ve spent approximately $10k on equipment but I’ve spent at least four days on the phone and chat over the years, as a consultant running a company where you’re time is finite it’s cost me a further $15k+ and is still as flaky as it ever was. There are few industries where that level of product quality and tech support would survive.

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Ken_Griffiths

Again, your positive manner is much appreciated. Local issue, I don’t think so as we’ve moved house and had multiple different routers, mesh systems and internet providers, also, sometimes it works flawlessly for a few months, nothing changes with our infrastructure and then it stops. Funnily enough I just pulled the Boost I had wired in that I was told would solve my problems a while back and now everything is working again. Before the update it worked fine with the Boost. My real frustration is it has never really worked I’ve spent approximately $10k on equipment but I’ve spent at least four days on the phone and chat over the years, as a consultant running a company where you’re time is finite it’s cost me a further $15k+ and is still as flaky as it ever was. There are few industries where that level of product quality and tech support would survive.

You can always sell/give-away the hardware that you have and maybe try a different product - I’ve just not had the same experience as you have outlined here and that’s at different locations where we have Sonos setup …and as far as I’m aware, nor have our friends, or family, in their Homes.

That said, I don’t personally now use a Sonos Boost (wired mode/SonosNet) as its older 2.4Ghz wireless mesh network is not as quick as our WiFi-6 mesh setup.

My time is also perhaps not as important as your own as I’m retired, so if I did ever encounter such problems and maybe couldn’t resolve them myself, then I’d put the matter in the hands of Sonos Support and hope they could help sort it with me,

Anyhow glad your setup is now working, but if your problems do ever return, then here is the link if you do change your mind and maybe want to call their support desk…

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

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Jeffrey_35

Headliner III

Knew this was coming. Can’t let an opportunity for free money pass crooks by. The notion of this is ridiculous. It was not intentional, it was solved in a quick and efficient manner and YOU CHOSE to invest in the ecosystem. This isn’t Lucid going belly up and you being f’d with a $100k car, this is a minor inconvenience for a little bit. Put your big boy pants on. Also, what happens with a lawsuit, bunch of lawyers get rich, Sonos loses its ability to support us and our products further and we as customers will get about $.12. Nobody wins except for the lawyers.

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“The true sign of intelligence is not knowledge but imagination.”

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wnschoen

Dude. The problem is not fixed. My system is currently useless 50% of the time and laggy at best the rest of the time.

It worked great for ten years. I was the biggest fan of Sonos of anyone and I recommended Sonos to everyone.

The fact of the matter is my system not longer works. It is a downgrade. It lags. It.drops out. It cant find my system.

All I want is it to be fixed and three hours on hold and another couple hours factory resetting everything did not solve anything.

It is bad customer service.

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NathanG

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

My entire sonos speaker network is now just a bunch of really expensive paperweights since the app redesign for Android. It blows me away that sonos have done little to nothing to address their customers via email about this issue. It took me calling up after several months of issues for sonos support to tell me "use the Sonos app on your Windows pc as you seem to be one of the affected users experiencing latency issues with the new Android app" I mean wtf?!?! I for one will never buy another sonos product. If anyone has any other suggestions for network speakers that work with Android I'd love to hear them.

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cooperd5908

Trending Lyricist I

Where do I sign up??!

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Rhonny

Prodigy III

Where do I sign up??!

With your lawyer.

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nik9669a

Senior Virtuoso

So many folk wanting to sign up, but it seems no one will instigate the action. And still not a single lawyer, in all the thousands of users, who is willing to take on the case.

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