Is the CEO satisfied with this mess

I guess I am a typical customer, and started smallish ie 1 room, with Sonos- a home surround system. I then expanded it progressively around the whole house in the lounge dining room office den etc.

i can well imagine people just starting out on with Sonos will think twice, as will those who haven’t bought yet!

So the impact on the customer base is potentially huge and the Board should be very concerned. In this business competition is immense now and customer loyalty increasingly non existant.

I've written to the Ceo 

My system is useless now 

Dear Patrick

Since the latest app release my sonos system is more or less unusable. 

I can't queue music.. Adjust volume.. Connect to my music library 

I'm getting speakers and sets constantly dropping 

The fact I've invested so much of my money in sonos for years.. Even upgrading to stay current meaning having to get rid of perfectly good play 5s..costing thousands of pounds and right now have an unusable system.. It's not acceptable 

I had a party last week which was a disaster... The music was cutting out all around the house.. My new move 2 hardly worked 

People couldn't add a track 

My phone wouldn't adjust the volume 

This is actually affecting people's lives... They spend money on what they love... Music to play with their friends.... To then end up in this situation is downright disgraceful 

What are you doing about it?

Why can't you offer a roll on back and work on the updates in your own time and test properly before you launch 

I actually work in IT as a CTO...... This is by far one of the worst rollouts I've witnessed 

You're not owning it and you're not making appropriate actions... You're not saying sorry and giving people reassurance.... If it carries on people will lose trust in Sonos and try and move away from it, this could be the worst disaster Sonos has experienced and lead to it's eventual demise... Unless you start doing something now!!!! 

It's simply not good enough

14 sonos products including arc.. Eras.. Move 2

Currently useless bits of plastic costing thousands of pounds 

Good letter, but I’m sure he has had dozens similar, including the one I sent him. All we get is a standard response from a member of his staff, not even from him personally!

My guess is that a ‘roll back’ is not possible for technical reasons otherwise why put the whole company in jeopardy in this reckless way. The share price has fallen 25% since this fiasco began, a pretty huge amount for a largish company, and certainly customers are leaving in droves if this board is anything to go by. These are the loyal customers who bought more and more Sonos products . They won’t be buying any more and words spread like wild fire for a problem this serious with a tech product.

I hope that a few hundred headset sales are worth it!

Peter

@Taracats,
I can’t see what the new Sonos App has to do with the speakers cutting out? The App is a ‘remote’ not a music player.

So just as an example, a user can start the music playing on their Sonos products using the Sonos App and then go onto close it …or even switch off the mobile device and the music will carry on playing. If the music is cutting out after that, then that infers there are local LAN/WAN connection issues between the audio source and the playing speaker(s) … if there are such connectivity issues, then there’s a possibility too that’s why a user might also be encountering issues with their Sonos App aswell.

it really doesn’t strike me that the Sonos App is entirely at fault here - the things mentioned seem to infer there are other issues involved that maybe causing some (if not all) of the problems seen.

What is clear is that after some months now there are still problems that make our systems just metal and plastic garbage! That is not good enough so the company need to find a solution to getting the last decent version of the app back into circulation.

At least then people have a choice of sticking with the new if their issues are so so or going back if their issues are still huge.