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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A

AndyHiggins

Lyricist I

Lots of comments for and against, but the reality is I now own $4000 worth of sound system that doesn’t work because of a software update, and still no resolution!

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thejase

Lyricist III

Sure, I appreciate that. Given some of the tortuous contributions recently, quite frankly I'm surprised how efficient the previous app must have been to get devices up and running from scratch.

Let's hope those in charge at Sonos pull their finger out and get the new iteration up to speed, even if just does enough to reduce the litany of threats to dump forever perfectly decent equipment & kills off the nonsensical calls for class action.!

…and yet some users were always complaining about the S2 App here in the community and elsewhere online. The current new Sonos App is NOT finished, we all know that. It was clearly released early and I think it’s clear Sonos accept that and have announced a ‘feature development timeline’ - that’s something they do not normally do.

Do I think they were wrong to replace the S2 App with the new App? - I can’t really answer that, as there might be reasons we’re not aware of that caused that to happen, but it is what it is. I can’t see Sonos rolling back to the S2 App, nor releasing the S2 App alongside, as I think they would have likely taken that option to begin with.

I would appreciate such a timeline if my particular issues were listed on it, but they're not, even though they've been reported by many people without acknowledgement.

Until then, I'm going to continue to use other avenues, including consumer and/or legal pressure.

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G

Greenland

Prodigy I

Sure, I appreciate that. Given some of the tortuous contributions recently, quite frankly I'm surprised how efficient the previous app must have been to get devices up and running from scratch.

Let's hope those in charge at Sonos pull their finger out and get the new iteration up to speed, even if just does enough to reduce the litany of threats to dump forever perfectly decent equipment & kills off the nonsensical calls for class action.!

…and yet some users were always complaining about the S2 App here in the community and elsewhere online. The current new Sonos App is NOT finished, we all know that. It was clearly released early and I think it’s clear Sonos accept that and have announced a ‘feature development timeline’ - that’s something they do not normally do.

Do I think they were wrong to replace the S2 App with the new App? - I can’t really answer that, as there might be reasons we’re not aware of that caused that to happen, but it is what it is. I can’t see Sonos rolling back to the S2 App, nor releasing the S2 App alongside, as I think they would have likely taken that option to begin with.

I would appreciate such a timeline if my particular issues were listed on it, but they're not, even though they've been reported by many people without acknowledgement.

Until then, I'm going to continue to use other avenues, including consumer and/or legal pressure.

What works

I have 2 Roams, 2 Play:1s, 1Beam, 1 Symfonisk Frame (and a boxed Connect, which is so clunky, I never use).

All work without problems with the new update app - all have undergone the latest firmware update.

They all respond and play every radio station I've tried (using Sonos Radio, BBC Sounds, MyTuner, Radio Paradise, Radio France). Spotify, Tidal and Deezer all work. Music Library works (after I switched to a smbv2 compatible device).

The Search & Browse feature works 100‰

What doesn't work

The playlist and queue management is primitive - effectively useless

Metadata including artwork is primitive - effectively artwork is missing overall

Menu & option layout and structure is clumsy and confusing

Too much lag when loading items - varies probably as a consequence of cloud integration

The case for class action

From my experience of the original and the updated S2 apps, I would argue there would be little merit in claiming that my system has been rendered unusable or altered in such a significant way as to warrant compensation or recompense.

I wasn't great fan of the original S2 - it contained many quirks and flaws. I am even less a fan of the updated S2 which contains even more flaws and quirks. But to claim that I have suffered material or even personal insult would be untrue.

Moving on

Were I to be about to invest in an audio streaming system today, would I choose the Sonos ecosystem? Probably, only in the case of a soundbar. I would choose an alternative multi speaker system for other audio entertainment.

The system as it stands is usable (for my purposes) and more importantly delivers good quality sound.

I am not about to trash it, sell it or even give it away (yet).

I expect that the current quirks and omissions in the software will eventually be addressed.

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A

Acloud

Trending Lyricist I

Why do people try to justify poor support and app releases as something normal and to be expected.
I just dont get the “support BAD practice” brigade

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G

Greenland

Prodigy I

Why do people try to justify poor support and app releases as something normal and to be expected.
I just dont get the “support BAD practice” brigade

I'm not a brigade member.

I have just tried to describe how I have experienced the recent upgrade fiasco. I'm not supporting bad practice.

I don't use Sonos on a daily basis as I have an alternative system mainly for headphone use.

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T

The Alster

Enthusiast I

I would agree. Software and hardware launched far too early, no quality control. Enforced costs for bricking old kit and new kit not compatible with old.

Arrogant and totally customer unfocused.

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unahppyowner

Enthusiast 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!

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G

Greenland

Prodigy I

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.

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🎵 First We Take Manhattan Then Berlin 🎵

Bumper

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 🤣

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G

Greenland

Prodigy I

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?

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