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amdyhou
Enthusiast I
May 9, 2024 10:59 AM UTC

Don't accept this app!

Dear Community,

Many Sonos customers are angry and unhappy at what Sonos has done in releasing a new app which removes a vast amount of functionality, much of it basic stuff, with just the promise that it will be re-added over forthcoming releases. I personally feel that Sonos has treated its customers with derision, and I’m angry and unhappy that this new app was released in such a poor state of development.

I have pursued my complaint, asking that the old app is made available again to iOS users whilst the new app is developed to an acceptable level which includes the last functionality.

I am asking the community to back this by:

  1. Call customer service and demand that your complaint is escalated to the highest level. Don’t accept the “standard” reply that the 1st line customer reps have been given to respond to you … that the functionality will be added over forthcoming releases. Insist it is this is not acceptable and ask for your complaint to be escalated. Unfortunately, it can take over an hour to get your call answered due to the obvious popularity of the new app… but don’t allow call queue to put you off.
  1. Email the CEO at ceo@sonos.com. Yes there is a “form” response which you may get, but every complaint to the CEO is given a number internally.

The line I have taken is that “the product has become unfit for purpose as key features have been suddenly and unexpectedly removed, making the purpose for which it was purchased unachievable.” I have adopted this wording following a brief exploration of the potential for legal action should Sonos insist we wait for the functionality to be restored. You may use this or adopt your own approach, but remember calls are recorder (assuming you permit).

Do nothing and you are accepting that Sonos can ride rough-shod over its community.

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    36 replies

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    bmputz
    Lyricist I
    May 22, 2024 8:11 PM UTC

    Understanding what goes into the overhaul of user experiences, I’d argue that this is not nearly as bad as most people are claiming it to be. Is there a slight learning curve, sure. That comes with all user experience updates. This is far more intuitive than the previous iteration and knowing how product development goes, any “removed” features will most certainly be returned. 

    That said, this is definitely far better than the previous iteration once you’ve worked through it and understand how it is now. All products require learned behaviors while doing their best to make the experience as intuitive as possible. 

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      John_367
      Contributor I
      May 31, 2024 1:03 AM UTC

      amdyhou and all. I have also been having the same conversation with support and refuse to accept the BS they are spewing back. I would also expect firings and resignations for this catastrophe. 

      I have cc’ed ceo@sonos.com on every reply back to sonos support and have also raised a complaint to the Washington state attorney general office. Support don’t seem to give two figs and keep reiterating the same nonsense about “bugs” and the stupid timeline to slowly reintroduce back the things they lied were not going to be removed.

      I am still utterly furious with sonos and this stance they are continuing to take whilst leaving me with 8 amps and two roams that are practically bricked, as the features I used have all disappeared. I refuse to wait until the end of the summer when the constant releases and hope for EXACT parity is back. 

      Connect with your consumer bodies and raise complaints there and keep harassing the support lines and cc’ing ceo@sonos.com

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        Silkpenguin
        Lyricist II
        Jul 18, 2024 9:20 PM UTC

        I can’t wait for the stock market to hand Sonos its arse in a bucket.  Arrogance on this scale should be “rewarded” appropriately.  I’d also get some real joy from seeing a headline saying that the Board has sacked the CEO.  Lord knows, companies have fired CEO’s for less.

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        Silkpenguin
        Lyricist II
        Jul 18, 2024 9:26 PM UTC

        Understanding what goes into the overhaul of user experiences, I’d argue that this is not nearly as bad as most people are claiming it to be. Is there a slight learning curve, sure. That comes with all user experience updates. This is far more intuitive than the previous iteration and knowing how product development goes, any “removed” features will most certainly be returned. 

        That said, this is definitely far better than the previous iteration once you’ve worked through it and understand how it is now. All products require learned behaviors while doing their best to make the experience as intuitive as possible. 

        Nope.  Being consistently unable to play music because the app can’t find one or more of my speakers (which speaker is missing changes - sometimes many times in a day), or because the app won’t connect, or won’t recognize that it’s actively playing music, isn’t a minor bug.  It’s a complete failure. I’ve had my system for YEARS - and it’s been glitchy at times - but this is next-level garbage.

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        MoPac
        MoPac
        Headliner III
        Jul 18, 2024 9:30 PM UTC

        bmputz:

         Do you use a local library?

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        Silkpenguin
        Lyricist II
        Jul 18, 2024 9:33 PM UTC

        Only occasionally. I usually use Pandora, Spotify, Soundcloud, or Apple Music.  I tired of even the old app repeatedly losing its connection to my Library.

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