Does anyone remember…

Please help me and roll back a stable version of Sonos asap 

Asked and answered in other threads. 

What you’re suggesting is called “user deflection” in the service industry, and it sounds as awesome as it feels in reality.

Companies use moderators, forms, AI responses, to corral all of the users having issues into specific threads, and feedback loops.  This is always so that the company can

• Understaff their support channels
• Cut corners on customer support offerings
• Deflect criticism (authentic or not)
• Attempt to preserve brand image in the face of egregious company missteps and product abandonment

I’m sure it’s all well and good for the people not having problems, but if you’ve ever tried to work with Amazon on a scammer seller, or attempt to get help with something that doesn’t fit their molded AI responses, you understand how infuriating it can be as a customer.

Sonos is whistling down the road, with their fingers in their ears, doing all the same things the biggest “customer problem deflection” companies do.  Comcast in in the US, for example.

You should consider avoiding this place until/if they fix the mess if the posts bother you. 

I’ve seen a lot of moderation of language per the terms and conditions of forum use over the past several weeks. Are you flagging them? I’d imagine it’s rather difficult to get through the entire forum for a moderator in a single day right now, I’m sure any assistance would be helpful. 

Or are you suggesting a firmer hand than what the terms and conditions suggest?

There could be self-moderation - somehow many seem unable to communicate without flagrant reference to fecal material and/or carnal indulgence.  It's lazy, puerile and unecessary.  Just my 2 euro cents worth. 

That, I understand. It is amazing to me how many people are unable to register their feelings without reverting to inappropriate language. I don’t envy the moderators at all. On the other hand, I support the rights of people to express their concerns, as long as they stay within the terms and conditions. 

What I would prefer not to see is censorship of differing opinions. My fear is that leads to many other evils. 

But man, it would be nice if every unhappy person didn’t feel the need to open a new thread to voice their own displeasure with the current situation. I fear their voice is getting lost in the clamor. 

My guess is that Sonos’ staff is so swamped by attempting to manage and report this ‘fire hose’ of data that they’re not having time to reply, and help where they can. Which I’d bet is somewhat soul-sucking to them. 

I don't understand what is bringing devs and engineers to deploy such a mess .... 

Must be the management above....

It’s understandable that those with issues / difficulties would make more noise than those without, I don’t have an issue with that.  However i’m starting to get the feeling that the forums are the victim of targeted attacks — so many look-alike posts, saying the same things (that have been said hundreds of times).  I can’t remember, is there any checks when you join these forums that you are a genuine user? I do t know how — maybe a serial number verification of a real Sonos device?  I’ve had more personal abuse in the last 3 weeks than in all the previous 5yrs.   If it doesn’t become a more civil and moderate place, I’m leaving (though I don’t k ow how to do that)!! 

All responsibility for the soul sucking should be laid at the door of the “courageous” Patrick Spence. Victim blaming the “passionate” customers of Sonos is mendacious.