General feedback and conversation

Sonos used to have AMAZING customer service but it has gotten incredibly terrible.  Why did this change and will there be any efforts made to make it better?  I would like to purchase more products but I don’t feel confident in growing my Sonos system at this time. 

Got a new Beam Gen 2. Followed directions to set up. Didn’t work.Went to troubleshooting on the app. Two hours. Didn’t work.Contacted chat tech support. Talked with Savannah F. 1.5 hours. Didn’t work. But got a case number.Called and talked with tech support. Brian G. 1.5 hours. No progress. He says I need to put the router into “Bridge Mode,” and says that’s all he can do. I put it into Bridge Mode. The entire system crashes. No internet. Thanks, Brian.Contacted support at NetGear. 1.5 hours later, got internet. Now to reconnect all the wireless devices: phones, computers, printer, Alexa, TV, extender, Smart Life controller, alarm system. Hours later, finally fixed. I returned the Beam for a refund. Thanks, Sonos

FYI PSA SONOS.com return policy has changed to 30 days. It is  No longer 100 days. There’s something symbolic about changing it before the release of a new product 🤔 Costco is still 90 days 🙂 ht u/theKRLN on Reddit for pointing this out. 

Today I installed (my Move, Playbar, Sub and 2x One) from S2 back to S1 and removed the new app from Sonos.After months of all kinds of problems with the new app, the sound and playing and not playing, the system is completely great again.no more problems and everything is usable again. even the sound is better

When trying to downgrade my Amp to S1 I get stuck at the point where it says to push the Infinity button while the green light is flashing. Tried many times but always stops at this point. Amy ideas? 

Installed without issue on all speakers July 30th. Did not affect any settings as far as I can tell. Nothing for the Ace. Anyone note any visible changes?

We spent thousands of dollars on our Sonos equipment and it is unable to be used because of a poor released terms of agreement with Sonos saying they are working on it with no time estimated of a fix?Poor support for this product plus no compensation from them for us not being able to use our system?I think I will trash Sonos and go to Bose

Using new version of app. After logging in to system, when I try to add a device, I get an error asking me to log off then back in again. When I log in again, same thing happens. When I go to my account it indicates I’m logged in. I can’t make any system adds. I only have 5 devices related on the network. What’s the deal?

 Today I installed my Move, Playbar, Sub and 2x One back to S1 and removed the new app from Sonos.After months of all kinds of problems with the new app, the sound and playing and not playing, the system is completely great again.no more problems and everything is usable again 

Will they ever come back to their old software version?This is their worst version, just can’t stand it.

My entire Sonos system is useless. I have had Sonos since 2007 and absolutely nothing works anymore since new app...and there are no music playlists. I need to log in every few hours and the entire system is non responsive most of the time….absolute rubbish….$10,000 of speakers etc heading for the tip.

So looks like bad things are happening at Sonos with its wonderful new app.. 

Agreed! Look it up and read it. 

Sonos is great hardware crappy software.  Pretty obvious with the latest app fiasco.  If they want to move into the “fee for service” world, license their technology to others.  This opens up the word of interoperability and provide a solid revenue stream outside of the hardware through licensing fees.  AKA. Do what google did with android.   Continue to implement great hardware solutions, let the best out there develope the apps etc to operate that hardware.   

How much has the roll out of this terrible app cost sonos? Let’s put some real numbers to it!Here’s what I’m forgoing as a loyal customer that’s already purchased 14 units.I’ve not purchased the immediate things:$10 /month // Canceled my Sonos Radio account (which I really liked!) $450 // 1 pair sonos ace (I would’ve been a day 1 purchaser despite the middling reviews $189 // Roams 2 as a house warming gift for a colleagueI’ve stopped considering the following purchases in the mid-term:$500 // 2 Eras as back channels $450 // 1 pair sonos ace for wifeAlso, generally:$?? // Stopped recommending sonos to any person that comments on my systemWhat money have you not sent to sonos?Minimally, immediately bring back S2 and continue the beta test of this new app (as S3 or some other branding). Until then, sonos gets no more of my money.

How can anyone at Sonos think this an improvement over the last one?  I am a daily user multiple times per day and this is not intuitive at all. 

More bad Sonos news for users. https://apple.news/AQHVMWNIqQRiP5B8bYnK2sg

Does anyone know if there is a support email address that they can share?After nearly two decades of working in the tech sector l’ve dealt with just about ever level of support available and I have to say that the options available from Sonos have to be one of the worst I’ve come accross. You have left your customers stranded with little option but to wait around in long chat or phone queues. It's not good enough.I've tried probably half a dozen times in the last week and the live chat and phone, the only options we are given are not available. 

I need to buy a Bluetooth speaker, normally it would be straight to Sonos and order a move 2 job done.But now I can't bring myself to do that, after many years of loyal and actively encouraging friends, family and anyone else towards Sonos I am completely done with Sonos, how can I continue this relationship when my partner in this marriage has made it perfectly clear they don't care about me or respect me. The love has gone.This latest app fiasco is the straw that broke this camels back, where are these bi-weekly updates I was promised and still no widget.There are alternatives out there and I have started to switch from Sonos to a competitor, obviously it's going to take time and more money but I feel it's worth doing.I feel liberated and excited, I've planned my escape from this abusive one sided relationship.Sonos, I wish you well and hope you learn from this.But I can't be part of your future.

I have gone to t mobile internet….before I had one system With an arc…2 subs…2 ones… now I seem to have 2 systems..one with arc and the 2 subs…the other with the 2 ones….sigh….with different iPad addresses…according to T-Mobile internet app…the arc is hard wired to my tv…and the ones are no longer acting as rear speakers….one is white light and one is orange light…. I would like to keep the T-Mobile with my “free” internet as a backup….the sonos app will play music if I use the old , free, unreliable internet to connect to my android cell phone or my iPad…but not if I use my new T-Mobile to connect them….

same issues as others in the last two monthsFails to recognize the program from an hour prior. No Network Found appears often, Each time, need to restart the mobile device (logging in and out of Sonos does not work) 

few months back I bought a beam and a sub mini after using the sub mini a few times it completely stopped working so I set up a return and a part arrival of the new speaker come to find out it was refurbished and not working correctly after reaching out to Sonos on why I received a refurbished speaker first, they said it was out of warranty which was incorrect. Then they tried telling me that I bought a refurbished one from Best Buy. They came up with a serial number that was wrong and claiming the Best Buy sold me a refurbished one then they told me to go to Best Buy to return it, but since I don’t have the original speaker, they won’t accept it and they claim that the speaker I bought is not refurbished because they don’t refurbish Sonos products . The tech that I was on the phone with a Sonos. Asked to see my receipt which I was on camera phone with him and showed him the price of $450 with a sale price that day of $425 plus tax and he still insisted that they sold me a refurbished

Hi all, Sonos is clearly terminally ill. The Company is completely deaf to the issues they have created with the useless new app. I know of no other Company that has survived after treating its customers with complete contempt like this. I think it is time to look elsewhere and if you are thinking of buying Sonos then think long and hard about it please. Buying Sonos now would be like buying a fax machine to send emails!!!

Hello.When are you clowns going to give us the ability to edit queue and also create and add to Sonos native playlists? You people have got in way over your abilities with this app "upgrade".4 months later and you've lost customers and look like fools.

I have AMPs gen 1, Play 5 gen 1 and several other sonos products.I have clicked the checkbox to activate the discount but not used it and if I sell the speakers to a private person do the trade up follow the speaker so the new person can use it?