From a recent chat with other Sonos fans, I gather that it makes sense to let Sonos know directly what is not working, missing or what users are confused about from their communications or lack thereof. On the other hand, when it comes to “makers” and “programmers” and “decision makers”, as in the cases of big well positioned brands such as Sonos, Apple, Google, etc. there is the general perception of many smoke screens and robotic process standardization before loyal customers’ observations (compliments, complaints, doubts, suggestions, hybrids) get to decision makers, and one can never really know if the company’s culture is truly one to motivate gatekeepers to care enough to bring it up in meetings or simply get on with their caseload until the COB (close of biz ...hrs).  Moreover, branding and marketing people are always so self-celebratory on their limited frames of reality (even within a brand’s universe) that it seems like little attention is ever given to, in this case, Sonos’ digital beacons, their consumer insights, their loyal customers and moreover their brand ambassadors. So, at times wanting to spend valuable time creating a well documented report (pro-bono) or even a decently written paragraph for the benefit of the brand and its fanbase, as pragmatic as it may be e.g. unity of group of consumers creating a pattern with similar concerns for “maker” to generate short and long term solutions as part of its vision ...feels like a futile effort. 

Also, personally I cannot fathom the thought of firms like Sonos not having sufficient type-of-user-diversity amongst their employees and partners, to where they cannot come up  with a continuum of points to improve by themselves. For instance, quite possibly these posts won’t be read by gate-keepers much less decision-makers at Sonos ...not to sound pessimistic, just realistic. I have answered so many surveys during critical interactions with brands and I always hesitate if the third party marketing research firm is even paying enough attention to summarize my entire participation into a one false liner: disgruntled user.

Reading more complaints than I can memorize, in particular since the new Sonos app was released (or imposed as in the case of my ipad’s unexpected forced update ...grrrr) and realizing how many topic-specific-posts have become spaces of valuable observable criticism, like this one https://tinyurl.com/2dj984zt and many others, makes me wonder if there is anyone listing and synthesizing comments, suggestions and kvetches, out or up there?  Do you feel actively listened? here? on Reddit? or other Sonos socials?