General feedback and conversation

Hello,   I received an email saying that my order has been cancelled.   The order number is now invalid and I have no order in my account.   The money is already out from my bank account and I can’t call the phone number provided in the email.   There is any email to contact the support about order.   Thanks

Still seething over the SONOS SUIT ARROGANCE, I decided to take pen to hand and write STAMPED letters to the SONORS MOVERS AND SHAKERS - AKA EMPTY SUITS!  I sent a cover letter along with copies of my livid posts on the SONOS handling of  their LEGACY products.  I wrote a total 18 - yes eighteen as in a dozen and a half - letters to the ENTIRE CHAIN OF COMMAND - every inane fancy title you could imagine. THE RESULT - ZERO ZED NADA 0000000000 Not ONE suit responded - but here is the best part - I was contacted to MAKE AN APPOINTMENT to talk to one of the customer service reps as in the suits said “Give this whiny slob a call - get him off our back”. So the call is this Monday - but wait there is more - the rep wrote in their outreach about my “equipment” problems - SORRY BUDDY … THE EQUIPMENT WORKS FINE … GET IT STRAIGHT OR YOU CAN’T BE A SONOS SYCOPHANT. Stay tuned … but I have already joined the LEGIONS who said “to the barricades” and “done with sonos”.  It matters not to me at all -

Be aware that if you are planning to purchase the Sonance Outdoor speakers (great speaker btw) and plan on using the Omnimount 15.0C (rated as able to hold speakers up to 15 lbs) as is suggested in the speaker documentation, it will not work. The mounting plate is too large for the recessed area on the back of the speaker, and the threaded bracket tip is too large to be screwed directly into the threaded holes on the back of the speaker. The Omnimount 10.0C (rated as able to hold speakers up to 10 lbs) will also not work. The mounting plate here is too small and the holes do not line up with the holes on the back of the speaker and while the threaded bracket tip will screw directly into the threaded holes on the back of the speaker, the bracket arm itself is way too short to use with these speakers.

I have spent over $1500 for my Sonos system which is less than 3 years old and now I’m told that my Sonos Bridge and Play: 5 speaker needs to be replaced before May or they will lose their functionality. All that Sonos is offering is a 30% discount on a new speaker, but I paid over $600 for these two products. I think this is poor marketing and strategic planning on Sonos part. If I had known your products functionality would cease after 3 years, I would never have purchased your product. Am I expected to upgrade various products of my system every 3 years? Your products are not inexpensive, so the average user must save in order to purchase your product. You are about to lose a valuable customer.

Your shareholders should be lining up to challenge the board to fire your CEO & executives.  You just took a company with a stellar reputation and turned it on it’s head.  Your “End of Life” decision likely just went far beyond components --- all the way to your reputation and, potentially, your company.  

As a Sonos customer with several products (playbar, sub, 3 x play 3’s, two plays 1’s, two boost, Sonos one) what on earth is the justification for not including New Zealand in the trade up program? It’s only by luck I don’t own any play 5’s and lets be honest play 3’s won’t be far from joining this list along with the playbar? Am I to be left with bricks and no motivation or financial possibility to continue using your product while the rest of the world saves a third for each product they replace?! I’m outraged and will have to consider preemptively selling off all my Sonos products before they become worthless and encourage the poor souls I recommended your products to to do the same. Very disappointed 

I’m worried about the software upgrades rendering my current equipment obsolete. I don’t have the money to upgrade with the 30% offer. If my equipment becomes obsolete through feature/software upgrades that I do not want, then I will be dumping Sonos after years of being a fan.Sonos used to set the standard in support and listening to their customers but I sense they have lost their way !Is it just me ?

I just got a TCL R625 which I am using with a Sonos Beam (Hooked up via Arc HDMI) and two Sonos Play 1s. The Roku software is updated to 9.2.2 build 6106-88. I can get surround from every TV app (Amazon, Disney, Apple TV, Vudu) except for Netflix which appears to be playing back in stereo? The TV is set to autodetect the audio source but I have tried auto passthrough, dolby digital etc and no change.  What is odd is I have this exact Sonos surround setup on the older TCL R615 and it plays surround in Netflix just fine. Every device is up to date (Sonos even says Dolby 5.1 signal while the Netflix stream is playing). I have noticed the surround going to my xbox seems to work off and on as well which is odd. It also shows Dolby 5.1 in the sonos app while playing. 

Now that Sonos have announced that their products have an end-of-life (EOL), sometimes in as little as 5 years from purchase, can they please clarify their expected EOL projections for all products? Classifying them as “modern” or “legacy” does not help and is far too simplistic. Products can move status overnight without warning. It would be useful to know that a Sonos product bought today for several hundred pounds is expected to be viable for, say, 5yrs. If Sonos wishes to be a software company, they will need to embrace a more mature approach to this issue, and offer an SLA within each product sale to set customer expectations. For example, the Windows 10 support life-cycle has a five-year mainstream support phase that began on July 29, 2015, and a second five-year extended support phase that begins in 2020 and extends until October 2025. Microsoft manages this level of expectation management and costs a fraction of the cost of a home speaker system. 

Unfortunately all that I can say about the recent announcement is that Sonos is treating it’s customers as cash cows. The amount of money that each customer spends on a good product runs, sometimes, into 1000’s and then suddenly turnaround and say that your items are no longer viable is incredulous. The reputational damage that Sonos has created could run into millions as loyal customers decide that the expense is not worth it. Sonos rethink, you’re an intelligent firm, but poor when it comes to customer good will.

SONOS have just deleted my post….and will probably delete this one as I hit send! The brand is going down the toilet within the space of days….customers are furious. Wake up SONOS!!!!

I wasn’t one of the customers who complained about Sonos’ earlier communication this week. However, I initially had the same reaction as many others who wrote in anger or disappointment in this customer community.  I commend Patrick Spence for his quick reaction, for correcting course, and for the tone of his letter to customers today. I completely understand Sonos’ internal drivers to urge their customers to upgrade their systems. However, as Patrick well said, customer experience and their loyalty is paramount and trumps anything else. I plan to remain as a loyal Sonos customer and will continue to expand and upgrade my home sound system when it makes sense to do so.

l was recently sent an email asking to upgrade and discard my existing speakers. In doing this l could get them blocked and get 30% off a new set up. This raises 2 concerns, 1 my speakers cost me £300 each and trade in value is now £30 and 2 if anyone buys second hand this may already have been done rendering your purchase useless? I must say l am very disappointed in this email, l buy high end stuff to last not to be offered £30 trade in off another 2gen item. Your thoughts please ?

Hi Patrick Spence and Sonos in general.. I´m really sorry to hear, that you stop supporting old systems. But in a way, it is kind of okay. Eventually things like this stop, unfortunately. But telling us, that the rest of our system, connected with these products also will be influenced by this outfacing of old systems, is outrageous! Furthermore also telling us, that in time our old loudspeakers will not work anymore, is even more outrageously!!! That is “putting a gun to our heads” policy, only to force us to buy new stuff. We don’t have a choice. Furthermore also a gigantic waste of good and working electronics, just to be added to our global waste problems. I really encourage you to think this whole philosophy over again, and act accordingly to benefit your customer in a better way than this! I bought my first Soundsystem, when I was 13 years old. It was a complete B&O system 3000, with a CDX player and a tangential phono. I sold it back in 2010, when switching over to Sonos, an

Any recent movers to another ecosystem? Any one currently looking at moving? I’d be interested in your experiences and thoughts. Thanks

Did Sonos mean 70% discount to trade in your obsolete devices? Should we all ask for 70% discount? #sonostradein70discount

I have 13 SONOS units, including ZP100’s and ZP80’s that work perfectly. Today, SONOS sent an email announcing that 10 of the units will no longer get software updates as of May 2020. So, if any music service,  MS Windows, or Apple makes a security change after May 2020 that the existing software doesn’t agree with, then my system will stop operating.  The replacement cost of these 10 units is $4,650 and even with 30% offered for trade-ins, my outlay to keep my system operating will be $3,255. SONOS’s management should keep a software update track for “legacy” equipment in order for existing functionality to remain working.

Did my post on this community feedback forum violate community standards? It seems to have disappeared. Please clarify. Thanks, Tobias

The “announcement” wasn’t bad enough, now you’re deleting the posts of the customers you’ve just angered?  Well done.  I'm sure this will gone in a matter of minutes….  This a completely ridiculous stance for the company to take.  They clearly don’t care what impact this obvious money grab will have on their customer base or the reputation.  No new features? Fine.  Saying that not only won’t you maintain these devices, but keeping them instead of spending for new ones renders all of your other devices obsolete?!? Are you kidding me?!  Come up with ONE example of ANY other company that has done something so egregious, SONOS.  Even remotely.  Seriously.  Give it a shot.  Already researching what other brand to go to when I sell my current products and dump “legacy” ones…  And btw - pricing on the Port? Absolutely insane. I has the same receiver in it as any other speaker, and only a line out.  Yet it costs almost as much as a Play:5, your flagship speaker??!  When it’s literally a few co

I have 10 Sonos speakers and I have, up until this point been a happy and loyal customer. Recently, I recycled two gen 1 Play 5s but after initiating the recycling program I realized that in my haste to buy Christmas gifts for my family I had made a mistake and should not have recycled these speakers. Now Sonos is saying they can not reverse the process. I am dismayed that Sonos is willing to lose me as a customer over what very clearly seems to be an ill-conceived and horribly unsympathetic program. I will continue to try to get this resolved with Sonos support and have worked my way up to a supervisor who emailed me their standard response:   Hello George, My name is Andrew and I'm a Supervisor here at Sonos Customer Care. I understand that you're looking to reverse the Trade-Up that you performed on your two Play:5 speakers. Unfortunately, as per the warning messages and the Terms & Conditions of the program, it cannot be reversed once it's confirmed within the Sonos Application

Does it shorten the long term life of the battery on the Sonos Move to leave it on the charging cradle for extended periods of time (e.g. several weeks)?

Using my Port to broadcast my turntable to my Sonos system but never to send audio to anything, it kinda bugs me to see it listed in my Airplay receivers list as I already have a long list of devices there. It’s a first world problem, I know, but I think it’d make sense to disable Airplay support on the Port for those of us using it as an input to the System audio system and never has an output.   Much love xxx

Why does my Sonos Move turn itself on? I use it sparingly, but often notice that it is not “offline”, even though I don’t intend to use it.

I'm looking at completing a 5.1 surround sound system in my living room with the Sonos Sub. As you can see in the photo below, the room has a bit of a strange layout (ignore the furniture placement, I drew in my current TV and speaker setup). I've got this recessed area that is approximately 8-9 feet off the floor above a hallway. There's actually an outlet up there, so this would be an awesome place to hide a subwoofer. I would probably lay it horizontally so that it wouldn't be visible from the floor. Any thoughts on if this would or wouldn't work? Any input would be appreciated!

I have purchased eight Play Ones, two play Threes, a Playbar, two Sonos Beams, two bridges and a Sub at a cost of over 4000 pounds. To play my personal collection of music on these i purchased two ipads and my whole family has iphones so they can each play their own music costing over 2000 pounds. For some ridiculous reason Sonos suddenly remove On this device for IOS devices...........Are they having a laugh. When i purchased these speakers i did so in the knowledge that i could play my own music from them without the need to pay for an additional streaming service just to listen to playlists that spotify or amazon create! These devices were advertised and sold on the strength of being able to play music from IOS devices. It even says on the box Made for iPod iPhone and iPad. I have clearly been mis-sold these items. How can this be ethical or even good business practice! If we have any lawyers in the community can we take out a class action for all the customers that have been mis-