General feedback and conversation

I found another solution to loss of local music library that occurred with the “upgrade” of the Sonos app.  I tried the Sonos suggestions to change properties of the folder where my music resides, and still received the dreaded 923 error message that the Sonos app could not access that folder.My solution was to download the Plex media player for my Windows 11 computer.  This is a free application. You create an account and download the Plex app.  This media player was able to read my extensive library of MP3 files on my computer.  After choosing Plex as the music source, I can access my full library of music from the Sonos app.I found this to be relatively pain free.  Here are some tips:When configuring the Plex media player, be sure to authorize remote access (settings → remote access).   You will need to let Plex know where the name of the directory where you keep your music.  Plex will build a library dataset, which took quite awhile as I have a large collection of mp3s.From within

Sonos, enough is enough. I quit. Last year wife and I were talking about adding to our system. Not a chance, now. Getting new speakers today. Abandoning Sonos all together, and telling everyone I know to stay far away. Pathetically bad with obviously stubborn management, refusing to acknowledge and fix the problem. Don’t bother sending me one of your canned fixes, I’ve tried them all. Problem is at your end. Good luck and have fun tanking yr business. 

I was in a Best Buy store today and a manager said that Sonos products are being returned in higher than normal amounts. I’m sure we all know the reason. The great new app I’m guessing. 

What happened? Nothing works properly anymore. Have tried to call service support and have twice been on hold for almost an hour before hanging up in frustration. Having been a long term used of Sonos I am finally ready to throw in the towel. So sad.

So I’d like to know if Sonos is purposely trying to bring themselves to the edge of bankruptcy.   Your “app” that you forced upon the masses, untested, lacking massive features the previous app had is literally crippling to me as a direct dealer and integrator. With your insane launch, then arrogance in basically telling all customers and dealers to p*** off, enjoy...You have literally cost 1000s and 1000s of integrators 10s of millions of dollars in service calls and destroyed loyalty for every client we have had.  It doesn’t matter its your brand...its your brand that we installed. I just spent 3 to 4 hours AGAIN trying to simply add 8 ports to a cottage… error 1002, 1000 and so on.  Stuck in an endless loop of the app telling me it needs to be updated which the only solution is to uninstall and reinstall or hard reset app. How you expect anyone to sit idle and wait for you on a product you don’t technically own anymore is insane.   I am beyond p***ed off and disgusted.  Congrats on

Why is it that my sleep timer will no longer work, and I won't phone SONOS support again as they have put it back onto the developer and the fact that they have not released the update for that yet.What a completely dumb excuse. Piss the developer off or suggest that your clients purchase BOSE.The wake-up alarm with the selected option to go off when the alarm goes off is not working.You may think that I am just not using the product properly. I have not developed any mental ability issues, so I don’t know why it is just jerking me around now.More than happy for someone to suggest that I sell it and buy a decent product.Rather lose some coin than support a failing company.  

Is it me or have Sonos ruined the whole user experience since the launch of the new app ? I was happily using and recommending Sonos every day…….then the new app can along and has totally trashed my experience. Nothing, literally nothing works as it should any more. My experience is so bad I am thinking about putting my whole £3k system on eBay and buying and old school hifi. More importantly Sonos I am now converted to a negative net promoter and this really should matter to you. Bring back the old software or lose us in droves. 😤😤😤

I have been trying to adapt to the new app, but I find it mostly quite disappointing. Here are just some of my issues the speakers I add to my system randomly disconnect or don’t connect at all. adding new speakers seems to take a lot longer than it did on the previous version of the app  I can’t find an easy way to assign different music sources to different speakers.  the user interface isn’t as intuitive and friendly as the previous app version  I have tried to contact Support, but the wait time is 50-60 minutes !!!!  When they call back, and if I’m not immediately available to answer, I have to start the wait queue all over.  I can’t locate the Diagnostics Report function on the app.  PLEASE BRING BACK THE PREVIOUS APP VERSION, AND GO BACK TO THE PROGRAMMERS FOR MORE TESTING AND VERIFICATION BEFORE RELEASING UPDATES LIKE THIS.  

Hello Mr. Spence,I am writing this email because is my last resort before I file a complaint with the BBB in California and the Bussines Equity Board. I own around 10 of your speakers. I have spent a substantial amount of money on your product. For the past 4 months I have been trying to get a Sonos Arc soundbar replaced. Your customer service escalation team takes over 3 weeks to answer to email inquiries. Your hold times are always over an hour. The representatives are usually not very nice. I have been dealing with the agent From escalation for over 4 months. To this day my issue has not been resolved. I have gone through hours of troubleshooting with your company. I was even asked to take a day off from work to uninstall all the equipment in my house to trouble shoot a speaker that I had been asking to replace because all the troubleshooting did not fix.Over a month in a half ago, I was sent a refurbished unit. It did not work. Before sending it back, I contacted the agent, for ove

I think that this might've been my worst investment ever.I though I was getting a luxury system but it does NOT WORK!!!!So much time on the line to Sonos, usually at  leat an hour for an answer, and that’s if you’re lucky.Over a GRAND on a system that isn’t fit for purpose.

Windows down and Sonos is also down.You could just send a letter to apologize?And why not?

I continue to be blown away by how bad this app is. I'm trying to add speakers. It keeps telling me to sign out and sign back in as the system owner. I've done that several times now and still nothing. Absolutely, nothing works in this godforsaken horrific update. I have no idea how to add speakers to this thing. I have too many Sonos speakers to begin with and I'm really not happy that I made such an investment given the move Sonos has made with this app. Exceptionally disappointed. Do Sonos speakers work with any other systems? I'll transfer immediately and gladly say goodbye to Sonos.*Moderator Note: Modified subject in accordance with the Community Code of Conduct.*

I continue to be blown away by how bad this app is. I'm trying to add speakers. It keeps telling me to sign out and sign back in as the system owner. I've done that several times now and still nothing. Absolutely, nothing works in this godforsaken horrific update. I have no idea how to add speakers to this thing. I have too many Sonos speakers to begin with and I'm really not happy that I made such an investment given the move Sonos has made with this app. Exceptionally disappointed. Do Sonos speakers work with any other systems? I'll transfer immediately and gladly say goodbye to Sonos.

Just wanted to add to conversation on problems of new app for people with a home digital library. Since update lost much functionality, at first ability to see library , this is back but when added new disc to my library hot major problems , multiple copies of albums with no content or single track , most of library has disappeared or is damaged , no a-z listings of albums . Limited functionality compared to old S2 . At present until current problem is fixed have limited or no use of system . I was a big fan of Sonos with old app now my investment in their speakers is lost . Please bring back old S2 app for people with digital home library. I don’t want your hi tec speakers or to stream everything, Just want to be able to listen to my extensive classical music library. Sonos please fix this fast to give us back what had before May !!!!!!

Can't use Sonos app to control my devices.  The new app update does not allow me to accept terms of use and to get past that page 

Sonos software is so bad - in particular using local libraries - that they should be refunding peoples hardware purchases.  I ended up buying a NAS drive when the last ‘improvement’ removed the ability to stream my library from my phone.  I own a lot of music and wanted quality speakers - why is it the F***wits at Sonos don’t get that this is a common situation? I badly regret investing in Sonos, now I cant afford to replace them all with speakers that have software that actually works.  What is the legal situation whereby these cowboy criminals sell you expensive hardware then through design or complete incompetence remove your ability to use them.  My Sonos speakers are not fit for purpose.  I should be entitled to a refund.  Why is there not a class action against Sonos for rendering their product useless?  All they are interested in is Ad banners to sell you more product and streaming services.  Best advice to everyone (particularly if you refuse to be bullied into buying streaming

Sur mon smartphone Android l’application se charge en plus d’une minute! et souvent demande d’effacer l’historique!Je n’ai pas souvenir d’une nouvelle version de logiciel aussi catastrophique et nulle.Je n’ai pas trouvé la moindre amélioration et tout est devenu un fouillis incompréhensible…Et tout cela dans un silence assourdissant de SONOS.J’hésite à tout revendre et aller vers du matériel concurrent qui a un vrai service d’assistance. Moderator Edit: Google Translate- On my Android smartphone the application loads in over a minute! and often asks to clear the history!I don't remember a new version of software that was so catastrophic and rubbish.I didn't find the slightest improvement and everything became an incomprehensible mess...And all this in deafening silence from SONOS.I'm hesitant to resell everything and switch to competing equipment that has a real support service.

So, I had 16.1 working and things were OK, however, this morning I had a message saying that Sonos requires an update and will no longer work. So, I had no choice but to do the update. Is this an actual joke? My speakers went on full blast and then the app crashed, it took me to the google store. I was trying to play music from my queue, and it plays a different song than highlighted. I didn’t want to sell my 6 Sonos speakers, at a loss, but looks like that’s where I am headed. My new Bluesound speaker will be here this week, I am going to check it out, and if it’s good I will be replacing it all. Also, did anyone notice that the sound quality changed with the app update? My music sounded tinny for the short time it played, before going full blast and me pressing the physical button to shut it off. (yay)My Windows app seems OK still, but probably shortlived.

The worst app in human historyyou have literally destroyed functionality I can no long search my music libraryall my compilations won’t grouphalf the time my system refuses to connectwhy did you deliberately downgrade this aspect?

It seems to be universally agreed by users that the new Sonos app is a complete disaster, and not fit for purpose.  like a large number of Sonos users, I am wondering whether I should be patient, and hold out for improvement in the Sonos app, or ditch my hardware and invest in a new system which works properly, and as expected.  Come on Sonos! Before you piss off all your users, can you please have a dialogue with your existing customers about what you are doing, and when we can expect improvements?  You are not listening to your customers, and recognising how frustrated and disillusioned we are becoming. You will lose your client base, and if we go, we will not be coming back!  I no longer have comprehensive access and search facilities to my library. I am getting really fed up with Sonos!

Relative to the recent global snafu caused by a faulty software update for Microsoft systems, Javad Abed (an expert in cybersecurity and data vulnerability and assistant professor at the Carey Business School at Johns Hopkins University in Baltimore) said:"Companies should also rethink their testing and how they release updates."So Sonos, you do realize, we hope, that your software update continues to exhibit flaws that not only created a myriad of nuisances for the end user, but has easily become, for many long time (30-40 years) computer users, an example of the worst ever attempt to improve upon a darn decent previous version of an application. There is still much work to be done. We paid you for your hardware; now support it with your software of equal quality. 

Hi.so.. I’ve been a long time customer of Sonos and have been very satisfied with both hardware and software. The speakers sounds great and the app (old one) was okej, not great but ok.But now.. What is going on really? Did you not test the app before releasing it? Where you in such a hurry that you did not care if it would hurt your trademark? Because it just did.I’ve followed all your guidelines to make the app work.Reinstalled hardware + updates too all products checked the router (even placed all my products next too the router) Reinstalled the app. Tried with ethernet cabel (Cat 6)Almost nothing works anymore. I have problems connecting too my system, my speakers and my connection with spotify and apple music. And I haven’t even mentioned how difficult the app is too navigate around. It’s totally messy..Did you use a cheap consulting agency? And I’m absolutely not alone complaining about this as you might have seen. All my friends who uses Sonos are having the same problems and my

I receive 2 Player 1 speakers and have continuous issues with trying to connect them to my system in the app. I was on the live chat for 1 hour trying to trouble shoot with no solution. They then told me to contact customer support via phone for more support. After being on hold for 2 hours I am then told that the engineering team will be reaching out within 48 hours. I then say that is fine. Who do I contact if I do not receive an email from them within 48 hours. The customer service rep then says that they will reach out to me within 2 weeks. So we went from 48 hours to 2 weeks? I reiterated to her that I do not mind waiting as I continue to be spoke over and not being listened to but I still want a contact of who to follow up with if I am not contacted within the time frame. And if they can’t fix the software issue what do I do with my $300 speakers? This process was absolutely frustrating and I’m never buying another Sonos product or recommending them to anyone.

Nearly 20 years ago I had something called SageTV throughout my house, which streamed video and music to all my TV’s.  It was a great product, well ahead of its time.  Google bought it and shut it down.  $1000+ of investment but I just chucked it all in the trash.I am wondering if we are getting that point with sonos.  Every app version for 10 years has been worse than the last, with the latest (at least android) being an unusable disaster, made worse by the fact that Sonos won’t even admit it is a mess.  For those of us who use Sonos, like I did with SageTV, to stream our own digital files, I am not sure Sonos is ever going to support us again.  Google shut down SageTV because it did not want non-paid competition to its anticipated streaming services and streaming devices.  We see the EXACT same thing at Sonos, as Sonos is clearly deprecating the “my library” function in their interface and built the Android version such that it crashes if you even attempt to stream something from you

I have been unable to connect my Play:1 and have been trying to reach technical support by Phone and Live Chat.Phone support tells me my wait time is 60 or 70 mns and then cuts me off after waiting.Live Chat, most times there is no agent available.This has been going on for over a week and i am ready to give up using my Sonos altogether.Has anyone else had this issue and how did you resolve getting touch with technical support?Thx A