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

Most people don't understand what a .apk even is. Come on, now.

Gosh even my 12 year old grandson has heard of the Android package file format and probably uses it more than me, with all the games he chooses to install on his devices - anyhow it’s certainly not rocket science.. and the Sonos S2 installer is widely discussed here in the community, but it means searching and reading maybe a paragraph, or even two. (Come on, now).

https://en.wikipedia.org/wiki/Apk_(file_format)

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G

Greenland

Prodigy I

Most people don't understand what a .apk even is. Come on, now.

Gosh even my 12 year old grandson has heard of the Android package file format and probably uses it more than me, with all the games he chooses to install on his devices - anyhow it’s certainly not rocket science.. and the Sonos S2 installer is widely discussed here in the community, but it means searching and reading maybe a paragraph, or even two. (Come on, now).

https://en.wikipedia.org/wiki/Apk_(file_format)

But, one of the characteristics of Sonos was that it was pretty much plug'n'play. Now, people are being told to use an apk file to reinstate the old S2, or to change the smb protocol, etc. Even then, to recover the music library, they then are told to run the Sonos program on a PC,

. For many, this is just too much. And, add to this frustration caused by long waits to get some generic help, coupled with silence from Sonos itself, little wonder people are angry, confused and irritated.

Rightly or wrongly many feel an outlay of 1000s of dollars entitles them to better treatment. Threats to sell, or start a class action are all indicators of their frustration.

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T

thejase

Lyricist III

Most people don't understand what a .apk even is. Come on, now.

Gosh even my 12 year old grandson has heard of the Android package file format and probably uses it more than me, with all the games he chooses to install on his devices - anyhow it’s certainly not rocket science.. and the Sonos S2 installer is widely discussed here in the community, but it means searching and reading maybe a paragraph, or even two. (Come on, now).

https://en.wikipedia.org/wiki/Apk_(file_format)

Most Sonos users aren't 12, and most customers don't even know about or use this forum. You're putting a lot of unrealistic expectations on the Sonos market here, especially for luxury products.

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B

blreindl

Enthusiast I

I have been reaching out to Best Buy and Costco to let them know what is going on. The agent at Best Buy says that she is taking what I am telling her seriously. I have been asking them to warn customers about the app as what they buy might not be able to be set up.

I see Amazon and Best Buy have some of the speakers suddenly on sale. If you look at the reviews for Eras 100 on Amazon and sort by recent, there are customers warning other customers.

To me, it is unethical to sell a product that you know is flawed by the software that controls it. I encourage others to start reaching out to retailers. I talked in person to an associate at my local Costco in the electronics department. He had not heard of the problems and was going to tell his manager. We can educate the retailers and new customers of the problems.

Finally, I put in a complaint to the state consumer protection office and they have already sent a letter to Sonos for answers.

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T

thejase

Lyricist III

I have been reaching out to Best Buy and Costco to let them know what is going on. The agent at Best Buy says that she is taking what I am telling her seriously. I have been asking them to warn customers about the app as what they buy might not be able to be set up.

I see Amazon and Best Buy have some of the speakers suddenly on sale. If you look at the reviews for Eras 100 on Amazon and sort by recent, there are customers warning other customers.

To me, it is unethical to sell a product that you know is flawed by the software that controls it. I encourage others to start reaching out to retailers. I talked in person to an associate at my local Costco in the electronics department. He had not heard of the problems and was going to tell his manager. We can educate the retailers and new customers of the problems.

Finally, I put in a complaint to the state consumer protection office and they have already sent a letter to Sonos for answers.

These are excellent tips, thank you for sharing! I will do the same in my area in the morning.

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K

Ken 354

Enthusiast II

Ken Griffiths, I believe the people out here are not representative of the bulk of Sonos customers. This group, excluding me, is very tech savvy and knowledgeable. The bulk I think are more like me, we just want the speakers to work when we plug them in and the app to be easy to understand and work when we download it. I have no desire to research numerous work around possibilities or earn my junior engineer merit badge. When I buy a Lexus I don’t expect the salesperson to hand me a wrench to fix it if something comes up. I expect the product, especially a higher end product, to work. You get what you pay for should cut both ways. If I pay next to nothing I should expect a junk product and poor service. However, if I’m willing to pay a premium price I should be able to expect a premium product with premium service.

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G

Greenland

Prodigy I

Most people don't understand what a .apk even is. Come on, now.

Gosh even my 12 year old grandson has heard of the Android package file format and probably uses it more than me, with all the games he chooses to install on his devices - anyhow it’s certainly not rocket science.. and the Sonos S2 installer is widely discussed here in the community, but it means searching and reading maybe a paragraph, or even two. (Come on, now).

https://en.wikipedia.org/wiki/Apk_(file_format)

Most Sonos users aren't 12, and most customers don't even know about or use this forum. You're putting a lot of unrealistic expectations on the Sonos market here, especially for luxury products.

Sonos are not luxury products. They cost the same as comparable devices such as Denon HEOS or Bluesound.

Don't fool yourself into believing you deserve special treatment because you think you have bought into luxury!

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🎵 First We Take Manhattan Then Berlin 🎵

T

thejase

Lyricist III

Most people don't understand what a .apk even is. Come on, now.

Gosh even my 12 year old grandson has heard of the Android package file format and probably uses it more than me, with all the games he chooses to install on his devices - anyhow it’s certainly not rocket science.. and the Sonos S2 installer is widely discussed here in the community, but it means searching and reading maybe a paragraph, or even two. (Come on, now).

https://en.wikipedia.org/wiki/Apk_(file_format)

Most Sonos users aren't 12, and most customers don't even know about or use this forum. You're putting a lot of unrealistic expectations on the Sonos market here, especially for luxury products.

Sonos are not luxury products. They cost the same as comparable devices such as Denon HEOS or Bluesound.

Don't fool yourself into believing you deserve special treatment because you think you have bought into luxury!

Ad hominem is not your best choice. Correct yourself.

Sonos products are absolutely luxury when it comes to interface, features, and ease-of-use. Audio quality is not the only facet of great speakers.

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G

Greenland

Prodigy I

Most people don't understand what a .apk even is. Come on, now.

Gosh even my 12 year old grandson has heard of the Android package file format and probably uses it more than me, with all the games he chooses to install on his devices - anyhow it’s certainly not rocket science.. and the Sonos S2 installer is widely discussed here in the community, but it means searching and reading maybe a paragraph, or even two. (Come on, now).

https://en.wikipedia.org/wiki/Apk_(file_format)

Most Sonos users aren't 12, and most customers don't even know about or use this forum. You're putting a lot of unrealistic expectations on the Sonos market here, especially for luxury products.

Sonos are not luxury products. They cost the same as comparable devices such as Denon HEOS or Bluesound.

Don't fool yourself into believing you deserve special treatment because you think you have bought into luxury!

Ad hominem is not your best choice. Correct yourself.

Sonos products are absolutely luxury when it comes to interface, features, and ease-of-use. Audio quality is not the only facet of great speakers.

One should not fool oneself into believing one deserves special treatment because one thinks one has bought into luxury!

Is that sufficiently NON ad hominem for you?

The current interface is hideous, features are missing and ease of use is severely compromised.

An example of luxury in the audio market would be the Naim Muso Wood Edition or the Bentley Edition, not a piece of consumer black plastic like the Era 100. Sound quality is good but nothing more.

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🎵 First We Take Manhattan Then Berlin 🎵

Ken_Griffiths

Most people don't understand what a .apk even is. Come on, now.

Gosh even my 12 year old grandson has heard of the Android package file format and probably uses it more than me, with all the games he chooses to install on his devices - anyhow it’s certainly not rocket science.. and the Sonos S2 installer is widely discussed here in the community, but it means searching and reading maybe a paragraph, or even two. (Come on, now).

https://en.wikipedia.org/wiki/Apk_(file_format)

But, one of the characteristics of Sonos was that it was pretty much plug'n'play. Now, people are being told to use an apk file to reinstate the old S2, or to change the smb protocol, etc. Even then, to recover the music library, they then are told to run the Sonos program on a PC,

. For many, this is just too much. And, add to this frustration caused by long waits to get some generic help, coupled with silence from Sonos itself, little wonder people are angry, confused and irritated.

Rightly or wrongly many feel an outlay of 1000s of dollars entitles them to better treatment. Threats to sell, or start a class action are all indicators of their frustration.

Well that’s if they could not fix adding their symfonisk products themselves.. I was just offering a quick solution if people were unable to wait or couldn’t perhaps get through to Sonos support… I’m only repeating what others suggested worked for them.

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