General feedback and conversation

They lost my product and then proceeded to block me on Instagram when I kept asking for an update.Spend thousands of dollars on their products. Never again. Can’t wait to bring this up in other blogs  

Wondering if anyone else gets the feeling that Sonos's "Customer Support" team has their heads up their a**es lately. Been working on a product return / replacement for weeks now. One hand of Sonos doesn't know what the other hand is doing. Customer Support can't say when anything will happen. They keep blaming delays on some recent "maintenance" on their system (like that's MY PROBLEM). They can't directly contact people in the group that actually handles returns & replacements. They can just "message them". They can't / won't provide customers with a way to interface directly with the people who really handle all this stuff. And they seem to be unfamiliar with their own process. I get different answers every time I call. It's a giant cluster f*ck. I haven't needed support very often. Is this something new? Or has it always been this bad?

We have Sonos throughout our home and the Sonos app along with our Alexa powered devices is a family-friendly solution for all things audio in our household. I also have a dedicated 2 channel hifi setup and a Sonos Port connected to that system. The problem is that I have to set it to variable volume which does weird things with the digital output and I have to switch to the right input when playing from the Sonos. The good news is you’ve solved this problem with “Works with Sonos” by enabling auto power on, source selection, and app-controlled volume so that there is full digital output into the player.  The bad news is this seems to be limited to several mid-range home theater receivers. If I were head of partner programs at Sonos, I would be going around trying to build as many partnerships with all the amazing new DAC/Streamer hardware manufacturers out there who are building awesome DAC/Amps but who don’t have the advanced multi-room capability or so

This update has ruined the sound of my sonos Arc and Sub. I have an Arc, Sub gen 2 and surrounds SL ones. My system has lost volume, the sound used to be clear and the bass strong. Now it sounds muddy and the bass i loved has disappeared. Ive re calibrated trueplay and with it active the sound is even worse. The sound on the previous firmware was fine and didn’t need any adjustment. Perhaps if you (sonos) gave us a chance to roll back or even chose if we want to update it would be ok. You have left me with a system that now sounds terrible. Sonos, return to the previous sound profile. You are going to loose business and support. I’m thinking strongly to changing brand. This is shocking from a company to just change someones sound without giving them the choice. Absolutely gutted. 

Add lyrics. 

Hi,I have quite a few MP3 files (audio books) on my own device, which I’d like to listen to through Sonos. I can easily find the right audio book by selecting the ‘Author’. But then there are 30 chapters, and the files presented are randomly prsented, i.e. not sorted. I would like them to be sorted on filename, or alternatively(/optionally?) on ID3 tag ‘title’ and subsequently ‘track number’. I wonder how feasible such feature is.Kinds, Bosenator

Went to watch a movie and something didn’t sound right… realized the sound was coming from the TV speakers. Upon further inspection, found that the Sonos Arc had no power. Checked all connections, went through troubleshooting tips from Sonos website then called customer service. After going through more troubleshooting and diagnostics, it was determined that the unit is defective. Mind you, I baby all my electronics and once this was setup, nothing moved or changed. This unit, the TV, game console and streaming box are all plugged into a high-end surge protector and all the other devices are running as normal. Here’s the kicker… the unit was bought and registered on Sept. 3, 2021, so it is 1 year and 1 month old. It only has a 1 year warranty… Customer Service rep said he would see if he could get an exception to replace it and put me on hold. Came back to say the best he could do is offer a 30% discount… Really…?!!?So you want me to buy another unit, at a small

Hey @Sonos,I’ve got a Beam Gen 2 + Surrounds + Sub, and I’m experiencing some audio quality issues when I play content marked as Dolby Digital 5.1 on my Apple TV. Basically, this content sounds oddly quiet, and even after I turn up the volume, surround effects are EXTREMELY subtle.After doing some digging on this forum and others, I believe the issue is this: my TV (an LG CX) handshakes with the Beam and, because the Beam can receive a 7.1 PCM signal, that’s what it asks the Apple TV to output. This means that the Apple TV is mapping the 5.1 signal to 7.1, and then the Beam (because it can only actually output 5.1) is remapping that remapped signal to 5.1, resulting in a dulled-out sound by the time that signal actually reaches my speakers.To be clear, when the Beam receives PCM 5.1 from my PS5 or Dolby Atmos from the ATV, it sounds great. But because the ATV tries to “simplify” things by converting Dolby Digital 5.

So I sent my items into Sonos because was covered under warranty. They lost one of the items - said it was never received and then sent me to UPS to follow up. Carrier confirmed delivery but they said workers never got it.  Has anyone ever had issue with their staff “misplacing” items and you just being out of luck.Pretty frustrated to say the least 

A few weeks ago I made an order using an upgrade credit. I ordered the Move & Roam combo package. I received a shipping confirmation with tracking info. So far, so good. The package is delivered without issue or delay. I open the package and unfortunately only the Move is inside. The packing slip, however, indicates both the Move and Roam were sent, so it would appear an error was made by whoever packed it, and they forgot to put in the Roam. There was never a second shipping notice or tracking number provided to indicate that they were sent separately.I phone customer service and explain the situation. She says she will contact the courier company first (I wasn’t clear why, when it was in fact delivered; that was not the problem) and then would forward the issue to the right department for either a refund or to send the product (my preference is to send the product since it was part of the upgrade discount and I don’t want to lose the 30% savings if I have order it again

I just completed upgrading my Sonos 5 system from Gen 1 to Gen 2 and thought I would need to return the old speakers, but the rep tells me I can keep them.  So why does the upgrade section ask me to print a return label?  Not sure they told me the truth.  Does anyone know for sure??  Thanks!

It would be great if I could provide guests with a link to connect to my entire system. Maybe a QR code of some sort thqt can be leveraged manually if I block access. Airplay should have the ability to be locked. If EQ settings are not correct on a guests phone, they can damage my speakers.Please accept this as a feature request. 

I have discovered a bug related to adding the windows music folder to your local library on the sonos windows client. If the name associated with your windows pc exceeds 16 characters you will be unable to add the music folder. Upon shortening my windows pc’s name to 14 characters I was able to successfully add the music folder to my local library. Really understandable bug as now in windows 11 pc names can exceed 16 characters.

Sonos has this Pop up when getting on the forum offering free shipping on purchases. Does anyone in the forum actually believe you’re getting free shipping? 

Won’t update till I know if it fixed the issues at hand already.

Hi,I ordered an immersive set (arc / sub / oneSLs) on 06/04 with an estimated shipping date of 06/13. As of today (06/24) the order still shows preparing to ship but there has been no shipment. On repeated conversations with customer support I am being given the same parroted responses about system updates and with no clarity on when or how long will it take for them to ship. Has anyone received their orders recently (socially those who placed the orders in June itself).  It is extremely disappointing and frustrating. My two cents: Sonos should stop taking back orders since clearly it’s unable to fulfill them in time, at the least till it gets back enough inventory. I ordered PS5 day before and it arrived today despite known supply shortages around the world. 

Why is it that when I sign in and try to buy a product it's listed in euro's and not in GBP

I bought a new Play 5 gen 2 in December 2019 with the idea that if I loved it, I would buy a second right away—I wanted stereo. I did love it and but almost immediately Sonos discontinued the model I had just bought, and the new 5 was designed not to pair with the Play 5 gen 2. I called and I wrote Sonos asking to return the unit so I could upgrade. They offered me a 15% credit instead. Sonos wouldn’t stand behind their sale and I was stuck. Then this week, two and a half years later I received a survey from Sonos. I told them what had happened and they set up a call. They never called. So I called them and after 40 minutes on hold they escalated the issue. All for naught, they just offered the 15% again. Sonos wasted my time and money.

Reading some topics here in the SONOS COMMUNITY site and ran across Sonos speakers going dead in a short time with only a 30% discount offered on a replacement. Here in the good old USA, we get a whopping 12 month warranty. However, across the water, they get 24 months. So the question arises , why doesn’t the customer here get the 24 month warranty also. 

Please can i add my vote to this kind of feature. Sonos Beam Gen2 as centre channel, sonos fives as fronts with sonos one sl as rears. Sub if you want to go crazy. How good would this sound. Very good indeed i would think :-).

Hey Caroline V..community manager…why do you turn off comments after posting about the latest update on the Arc.. so many people are upset because their system sounds like crap after the update. If you would have left comments on..you’d know this.. not good business Caroline ..

A alguien le ha pasado que Sonos por Segunda vez se olvida de poner la factura? Motivo por el cual aduana devuelve mi compra suscitando ello inconvenientes en mi trabajo ya que lo uso para el café bar. 

2 Soundbars, ONE on each side of TV??? In the house we are currently building, I prefer to NOT have the soundbar sitting on the fireplace mantle under the tv. (the whole idea of having a frame tv is to keep it from screaming ‘I’m a TV’)  I’ll have cabinets with shelves on each side of the fireplace. I’m wondering if I can use 2 soundbars - one on each side of the tv/fireplace on the shelves?  Or just one soundbar off to one side of the tv?  I’m concerned that will make the sound weird if its not centered.  Or is there another sonos option - maybe a surround system - that would allow me to not have a speaker centered on the fireplace below the tv but still provide great sound and clear dialogue?Thanks for any help you guys can give! 

Has Sonos considered making a simple usb c microphone to sell to android users so that they can use truplay? Seems like the most logical solution to the issue of recoding the app for thousands of devices microphones. 

3 years ago I  changed my system over from BOSE to SONOS, thinking that SONOS was far better. Bad mistake. In the lounge I have a player, Bass Sub unit and 2 Play 1s. I’ve just had fibre optic installed into the house and I have tried to connect up my system. I then found out that there was no power light to the Bass unit. Tried everything. Even spoke to the help desk. They agree that the Bass is dead as a Dodo. There is nothing they can do as the product is out of warranty. So, 3 years and under 6 uses, I'm left with a heap of junk. The help centre gave me a link to get it repaired. The link was to retail shops like Curry’s. I bitterly regret moving from BOSE. Rant over.